Warm Transfer

A warm transfer (also called an attended transfer or consultative transfer) is a method of connecting a caller to another person or department where the transferring agent first announces the caller and shares context before completing the handoff. The agent places the caller on hold, calls the receiving extension or number, explains who is calling and why, and then bridges both parties together.

Compared to a cold transfer (blind transfer), warm transfers dramatically improve the customer experience — the receiving party is already briefed, the caller doesn't have to repeat their problem, and the transition feels seamless. In sales and support environments, warm transfers are the professional standard for complex calls, escalations, and VIP handoffs.

In Zonitel's platform, warm transfers are initiated directly from the softphone app or active panel. Agents place the caller on hold, dial internally, consult with the receiving team member, and complete the transfer with a single click. Call recording captures the full interaction across both legs of the transfer.