Transfer a call (warm or cold)

Transferring a call is an important part of working in a team. There two kinds of transfers in VXT, warm, and cold. In this article we'll learn how they both work.

When a call appears in the top-right corner of your screen, VXT provides multiple options for call control. In this guide, we will focus specifically on transferring calls, whether you choose a warm transfer or a cold transfer.

In this article, we’ll cover:

• What is the difference between warm and cold transfers
• How to transfer a call

1. 1. Warm transfer a call
   2. Cold transfer a call

• Transfer call setting

What is the difference between warm and cold transfers

• Warm transfer: A warm transfer allows you to speak with a teammate (the transfer target) while the caller is placed on hold. This lets you provide context or discuss the situation with your teammate before completing the transfer.
• Cold transfer: A cold transfer immediately redirects the caller to a teammate without any prior conversation or explanation. You leave the call as soon as the transfer is initiated.

How to transfer a call

1. When you receive a call, you can use the Transfer ↗ button (hover over the icons to see their functions) to transfer the caller to a colleague.
2. Find your transfer target in the list or type their name in the search bar if you have many colleagues.
   
3. With VXT, you can choose to make either a warm or cold transfer.
   

Warm transfer a call

1. Check the transfer type at the top of the transfer window to ensure you have selected Warm transfer.
   
2. Select a transfer target from the list shown in the previous step and click the teammate you want to receive the caller.
   
3. Wait for your colleague to answer the phone while the initial caller remains on hold.
   
4. If the selected teammate is unavailable, click the cancel transfer button to return to the caller. Otherwise, click finish transfer to connect them.
   

Cold transfer a call

1. Check the top of the transfer window and select the Cold Transfer option.
   
2. Again, select a transfer target from the list shown in the previous step and click the teammate you want to receive the caller.
   The caller now is ringing through to your colleague!

Transfer type setting

Changing the transfer type e.g. warm or cold, persists across calls, meaning the transfer type you selected will remain the same for the next call, and won't change until you update it.

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By following these steps, you'll be transferring calls with ease in no time!