Call Switching vs Call Flipping: What Is the Difference?

Do you ever find yourself with an important call to attend to at work, yet you feel the need to stand or walk about? Or were you leaving the call on hold, and for some reason, it was necessary to call a coworker? This is where such techniques of manipulation as “call flipping” and “call switching” are likely to be useful.

Call flipping provides a mechanism for easily moving an active call to another device, such as your pocket, as you exit the office. However, with call switching, you can transfer the call to the destination phone and end the call without the possibility of the client not being attended to.

This blog will describe these two features and explain how they can assist you in handling calls properly and preventing business call disruptions.

What is Call Switching?

Call switching, also known as call pulling, is the process of transferring an ongoing call or switching between multiple active calls without disconnecting the phone call within the same network or system. It allows users to switch from a desk phone to a mobile phone or mobile to a computer without dropping the call. 

Voice over Internet Protocol (VoIP)  service platforms and other advanced phone systems offer call switching as a feature. This helps you maintain productivity by allowing users to continue their conversations while on the go. 

Using call-switching features, you can easily transfer a call from the original device and continue it without interruption or disconnection.

Key features:

• Active call management
• Conference calls
• User control

How does call switching work?

Call switching enables seamless transfer of an active phone call from one device to another. It works through a series of processes that involve both software and hardware components. 

Here are step-by-step processes of how call switching works with example:

• Initiation: A user is on a VoIP call on their desktop but needs to leave the office. They press a “switch device” button on their softphone application.
• Signaling: The call control server sends a signal to the user’s mobile app.
• Device discovery: The mobile app prompts the user to accept the incoming call transfer.
• Connection setup: Once accepted, the server re-routes the call’s media streams from the desktop to the mobile device.
• Completion: The user continues the call on their mobile phone without any interruption.
• Fallback: If the call is not transferred, then the call automatically falls back to the original device.

What is Call Flipping?

Call flipping, also known as call pushing, similar to call pulling, enables users to transfer calls from the source device to the device to which a call is being transferred or flipped. It requires  device and system support for continuous call state.

The user can seamlessly transfer an ongoing call from one device to another. This method is more flexible in various devices than call switching or call pulling.

Key features:

• Device transition
• Seamless continuity
• Enhanced mobility

How does call flipping work?

It allows continuous transfer of an active phone call between different devices or systems without disconnection or interruption to the conversation. 

Here are step-by-step processes of how call flipping works with example:

• Initiating a call: A user starts a call on their mobile phone while on the way to their office.
• Detecting a need to flip: Upon reaching their desk, they decide to continue the call on their desk phone.
• Triggering the flip: The user presses a “flip” button on their mobile phone interface.
• Authenticating the flip: The call management system receives the request and sets up the call on the desk phone.
• Completing the flip: The call continues on the desk phone without any interruption, allowing the user to continue the conversation seamlessly.

Call Switching vs Call Flipping: Differences

The major difference between call switching and call flipping is that in call switching, the pulling action is initiated by the end device at the destination. However, in call flipping, the source device actually drags the ongoing call to the destination device.

Here are the key differences between call switching and call flipping

Call switching

• Ideal for any organized call routing environment, such as big organizations or call centers.
• It is less relevant because it mainly deals with the connection of calls to related programs in a system.
• Necessary a telecommunication system that provides call routing and transferring ability.
• Probably, some of the types of calls could be directed to specific employees, which means that the employees might need training to learn about the call routing rules and their usage.
• It can be the costs related to installing call rush-directing equipment or software for call dispatching.

Call flipping

• Appropriate for small organizations or individuals who can’t afford to spend much time on call routing.
• It is less advantageous for those who move frequently or who may have to transfer their calls between devices often.
• Dependent on devices and communication means that they are able to support the mobile call transfer from one device to the other.
• Usually, an interface is largely automatic and simple, enabling users to forward calls without difficulty.
• It is generally less costly as it builds upon existing communication equipment and networks.

Call Flipping and Call Switching Benefits

Both call switching and call flipping are modern communication features that allow users to transfer ongoing calls between different devices or systems seamlessly. 

Benefits of call switching

• Flexibility: Call switching offers flexibility, where users can switch calls between devices based on users convenience, allowing for greater adaptability in different situations.
• Multitasking: With this feature, users can deal with high call volume and handle multiple tasks while on a call, such as switching a phone call to a video call on a computer or to the appropriate agents, without any disturbance to the call.
• Enhanced productivity: It helps users maintain their workflow without unnecessary interruptions while on call and enables users to take advantage of each device’s best features.
• Improved efficiency: Call switching provides an efficient way to reach people, as calls are routed through the most efficient network, which ultimately saves costs and resources.

Benefits of call flipping

• Seamless transfers: Users can easily transfer phone calls to their own devices, such as home phones, desk phones, or smartphones, for convenience. 
• Efficient call handling: It allows users to move a call from one device to another without dropping phone calls. Users can adapt to changing circumstances by flipping calls to the most suitable device.
• Increased mobility: Call flipping enables on-the-go flexibility, where users can start a call on one deceive while on the move and flip it to another device.
• Improved customer experience: This feature enables you to provide continuous and uninterrupted calls with customers, which improves customer experience. 

Conclusion

Call switching and flipping allow you to transfer a live call to another device without interrupting the client. Unlike call forwarding, the client does not have to wait for several hours for your personal (or other) work to be done.

Call switching and flipping are instant processes that do not compromise the client’s business continuity in any way. It is possible to transition the call from one device to another while the client does not realize this has happened.

FAQs

Can call switching and call flipping be used together?

Yes, call switching and flipping can be used together in call centers to improve customer service and create a more flexible and efficient communication system. 

For example, during a customer service call, the call can be transferred to a specialist to address a specific issue and then returned back to the original agent for further follow-up and resolution.

What are the potential benefits of call switching?

The potential benefits of call switching are:

• Improved customer satisfaction due to faster resolution times.
• Increased agent efficiency by routing calls to the right agents.
• Better utilization of agent skills and resources.

What are the potential benefits of call flipping?

The potential benefits of call flipping are:

• Enhanced call quality through collaboration and knowledge sharing.
• Reduced call handling errors due to increased accuracy.
• Improved customer experience by providing comprehensive solutions.

How do call switching and call flipping differ?

Call switching focuses on changing the network used for a call to optimize quality and cost, while call flipping involves changing the device used for the call without interrupting the conversation.