Table of contents
Table of contents
Table of contents

Ever felt the frustration of missing an important call or passing a customer off to the wrong department? 🤦‍♂️

Whether you’re managing a team or handling client calls solo, the right call-handling tool can make or break your customer service experience.

In this guide, we’ll compare call transfer vs call forwarding, showing you exactly when and how each option can boost your business communication. By the end, you’ll know which one is the perfect fit for your needs.

Let’s dive in!!!🚀

🔑Key Highlights
  • Call transfer allows you to move an ongoing call from your phone to another number.
  • Call transfer is best for businesses with multiple departments handling customer calls.
  • Types of call transfers include warm transfer and cold transfer, while conditional forwarding and unconditional forwarding are the types of call forwarding.
  • Call forwarding allows you to redirect incoming calls to another number.
  • It is ideal for remote teams and professionals who need calls redirected.

What Is Call Transfer?

Call Transfer

Call transfer is a feature that allows you to move an ongoing call from your phone to another number.

This is commonly used in professional settings, such as customer service or office environments, where a call might need to be redirected to a different department or person.

For example, if a customer calls your business line but needs to speak with a specific team member, you can transfer the call to another number without disconnecting the caller.

How Does Call Transfer Work?

Imagine you’re at work, answering a call from a customer, and halfway through the conversation, you realize they need to speak with someone else- maybe your tech support team or a manager.

Instead of saying, “Please call back and ask for John,” you simply transfer the call.

Here’s how it works in real life:

  • The phone rings, you pick it up, and start talking to the caller.
  •  Once you realize the call needs to go to someone else, you hit the “hold” button (or whatever your phone system uses).
  • You quickly dial the number or extension of the person who can help, like your coworker in another department.
  • When your coworker answers, you introduce the caller (if needed) and complete the transfer. The caller is now talking to the right person, and you can get back to your work.

What Is Call Forwarding?

Call forwarding is a feature that allows you to redirect incoming calls to another number.

This is particularly useful when you’re unable to answer your phone, such as when you’re in a meeting, traveling, or simply busy. With call forwarding, you can ensure that you never miss an important call.

For example, if you’re on vacation and don’t want to miss work calls, you can forward incoming calls to your colleague or a virtual assistant.

Similarly, if your phone is busy or out of network coverage, calls can be forwarded to another number seamlessly.

📖You may like: How to Turn Off Call Forwarding On Any Device ( Android, iPhone)

How Does Call Forwarding Work?

How Does Call Forwarding Work?

Setting up call forwarding is as easy as making a phone call- literally!

Imagine you’re heading out for a lunch meeting, but you’re expecting an important client call. Instead of worrying about missing it, you quickly set up call forwarding. Here’s how it works:

  • Dial the call forwarding code provided by your service provider (e.g., *72 for most carriers).
  • Enter the phone number you want to forward calls.
  • Confirm the setup, and all incoming calls will now be redirected to the specified number.

You can also customize call forwarding based on specific conditions, such as forwarding when busy or forwarding all calls when you’re unavailable or the phone is unreachable.

So, whether you’re stepping out for coffee or working remotely, call forwarding keeps you connected without missing a beat.

Key Differences Between Call Transfer Vs Call Forwarding

Here are the key differences between call transfer vs call forwarding:

Aspect Call Transfer Call Forwarding
Definition The process of moving an active call from one person or extension to another. The process of redirecting incoming calls to another phone number or voicemail.
Types
  • Warm Transfer: Briefly speak with the person before transferring.
  • Cold Transfer: Transfer the call without any introduction.
  • Unconditional Forwarding: Forward all calls immediately.
  • Conditional Forwarding: Forward calls based on specific conditions (e.g., when busy or unanswered).
Control The person answering the call has more control over where to route the call in real-time. The forwarding is pre-set and automatic, usually activated via a code or settings.
Purpose Used to direct an active call to the right person or department for further handling. Used to ensure calls are always answered, even if the recipient is unavailable.
Setup Requires manual action to transfer an ongoing call. Can be set up in advance via phone settings or using a call forwarding code.
Real-Time Action Happens during an active call—transfers are immediate once initiated. Happens when calls are incoming and can either go unanswered or be routed automatically.
Caller Experience The caller may experience a brief hold or interaction with the new person. The caller is directly forwarded to another number or voicemail without real-time interaction.
Common Use Ideal for large businesses or customer service centers with multiple departments or team members. Best for remote work, vacations, or when the recipient is unavailable.
Call Routing Transfers calls between agents or departments to the most appropriate person. Routes all incoming calls to a set destination, like another phone number or voicemail.
Flexibility Provides flexibility for call management during live conversations. Less flexible as calls are forwarded based on conditions set in advance (e.g., when busy or unanswered).

Call Transfer Vs Call Forwarding: Which Is Better For Business?

The choice between call transfer and call forwarding depends on your business needs:

Choose Call Forwarding if:

  • You want to ensure that no calls are missed, even when you’re away from the office.
  • A small or remote team can present unique challenges and opportunities for collaboration and communication.
  • A straightforward and automated solution is essential for efficiency and ease of use.

Choose Call Transfer if:

  • A business typically comprises various departments or specialized teams, each focusing on specific functions or areas of expertise.
  • Real-time call routing is essential during conversations to ensure effective communication and timely responses.
  • You want to improve customer service by connecting callers to the right person immediately.

Final Words

Having the knowledge of call transfer vs call forwarding can make handling calls a breeze. For instance, you’re at the office, and an important client is calling, but you’re on your way to a meeting.

Using call forwarding, you can transfer the call to your co-worker’s phone so that the client is immediately assisted.

On the other hand, call transfer enables you to answer the call first and then transfer it to someone else, like when you realize the question would be answered more effectively by another department. Both are lifesavers for your professional and personal life.

And if you ever want to turn off call forwarding later, just use the deactivation code that your provider provides. With these features, you’ll never miss a crucial call again.

FAQS

Is call transfer the same as call forwarding?

No, call transfer moves an ongoing call to another recipient, while call forwarding redirects incoming calls automatically.

What is the difference between call forwarding and porting?

Here are the differences between call forwarding and porting:

Feature Call Forwarding Porting
Definition Redirects incoming calls to another number. Transfers your phone number from one carrier to another.
Purpose To ensure calls are received even when unavailable. Keep your phone number when switching providers.
Activation It can be activated through phone settings or codes. Requires a formal request with the new carrier.
Scope Works for all incoming calls. Applies to a specific phone number.

What is business call forwarding?

Business call forwarding is a feature that allows companies to redirect incoming calls to different phone numbers or extensions, ensuring that calls are always answered, even when employees are unavailable or out of the office.

What is the risk of call forwarding?

The main risks of call forwarding are misdirected calls, security issues if calls are sent to unsecure numbers, and the chance of missing important calls if the forwarding settings aren’t set up correctly.

What is the difference between call forwarding and call diverting?

Here are the differences between call forwarding and call diverting:

Feature Call Forwarding Call Diverting
Definition Call forwarding redirects incoming calls to another phone number. Call diverting automatically redirects calls when the primary line is busy, unreachable, or unanswered.
Purpose Ensures calls are answered even when unavailable. Diverts calls when the line is busy or unanswered.
Activation Activated through phone settings or a forwarding code. Usually triggered by conditions like busy or no answer.
Scope Works for all incoming calls, regardless of the situation. Typically used for specific situations like being busy.

What happens when you transfer a call?

When a call is transferred, the active telephone call is moved from one party to another.

Prasanta Raut

Prasanta, founder and CEO of Dialaxy, is redefining SaaS with creativity and dedication. Focused on simplifying sales and support, he drives innovation to deliver exceptional value and shape a new era of business excellence.

Prasanta Raut

Prasanta, founder and CEO of Dialaxy, is redefining SaaS with creativity and dedication. Focused on simplifying sales and support, he drives innovation to deliver exceptional value and shape a new era of business excellence.