CALL TRANSFER

Cold or Warm Transfer Live Calls for Increased First Call Resolutions

Q: How do I transfer my calls to another phone?

With Calilio, you can transfer calls directly from the dialpad on a live call when making a call, either from a web app or a mobile app. Simply select the transfer option during the call and choose the number or agent to whom you want to redirect.

Q: What is the difference between warm and cold transfer?

A cold transfer involves directly transferring the call to another agent or department without any prior communication, leaving the customer to explain their issue again. A warm transfer includes a brief introduction where the current agent informs the receiving agent about the customer's issue before transferring, ensuring a smoother transition and reducing the need for the customer to repeat themselves.

Q: Can I transfer calls to an external number?

Calilio lets you transfer calls not only within your team but also to external numbers, including mobile phones or landlines.

Q: How do I transfer a call without disconnecting the customer?

Calilio’s call transfer feature works in real time. The system keeps the caller on hold briefly while the transfer is completed, ensuring they are never disconnected.

Q: Is call transfer different from call forwarding?

Call transfer happens during a live call, redirecting the customer to another agent or department. Call forwarding, on the other hand, redirects calls automatically based on conditions like busy or unreachable lines.

Q: Does Calilio support both warm and cold transfers?

Calilio supports both warm and cold transfers, giving your team the flexibility to choose the right method depending on the situation.

Q: Can I use call transfer on mobile and desktop devices?

Calilio is a VoIP-powered system, which means you can make and receive calls over the Internet. You can transfer calls from desktop, smartphone, or tablet—whether you’re in the office or working remotely.

Improve first call resolution by cold or warm transferring live calls to the right team member instantly. Ensure smoother handovers, reduce wait times, and deliver a better customer experience without disconnecting.

Warm transfer your calls to the right internal agent for fast, personalized service.

Cold transfer the callers directly to experts for quick issue resolution.

Transfer to specialized team members for complex or technical problems.

Send calls to external numbers when needed for specialized support.

Resolve issues on the first call by connecting to the appropriate department and eliminate repeat calls.

a modern, illustrative image depicting a business call transfer scenario between two people using a digital interface

Telephony Partner of 1000+ Businesses Worldwide

Get a Virtual Phone Number with Call Transfer

Get a virtual phone number with call transfer feature and redirect every call smoothly to the right person in real time. Deliver personalized service and boost efficiency by ensuring every caller reaches the right agent without any hassle.

Get virtual local, mobile, or toll-free numbers from 100+ countries — starting from $2 per month only.

|||

No Numbers Found

Some numbers may require proof Of ID and address registration according to local laws. Certain numbers also require A2P 10DLC registration to send SMS and MMS messages to the United States.

Some Phone Numbers May Not Be Available Through This Search, As They Are Not Generally Offered To Customers. These Numbers Are Available On Order Request. Please Contact Support To Request Them.

Also, you can port your existing number to Calilio, and use the number for outbound calling —Port Your Number Now!

How to Set Up Call Transfer on Calilio?

Once you are logged into Calilio and have purchased or ported your phone number, you can make and receive calls on the phone app. When you are on a call, you simply click the Transfer Call option on the phone pad and select the agent or team to transfer the call. You can transfer the call to an external number as well.

Get Started

Step 1

Step 2

Purchase or port your existing number to the system.

Step 3

You can now make and receive calls online.

Step 4

Step 5

When on a call, you see “Transfer Call“ on the phone pad.

Step 6

Click “Transfer Call“ and select an online member or an external number to transfer the call to.

Warm Transfer

A warm transfer lets the first agent speak to the receiving agent before handing over the call. The customer doesn’t need to repeat details, ensuring a professional and personalized experience.

Music on Hold

When transferring a call, Calilio plays professional hold music or custom announcements to keep the caller engaged. It makes wait times feel shorter.

Call Notes & Tags

Agents can add notes or tags before transferring a call, giving the next agent important context. It ensures consistent conversations and better follow-ups.

Call Listening

Supervisors can listen to calls in real time during transfers. It helps improve call handling quality without interrupting the customer.

What is Call Transfer?

Call transfer is a telephony feature that allows you to redirect a live call from one line to another without disconnecting the caller. Instead of placing customers on hold or asking them to call again, you can pass the call to the right agent, department, or even an external number.

visual of a call transfer process on a phone

How Does Call Transfer Work?

When a customer calls your business number, the receiving agent has the option to transfer the call directly from Calilio’s business phone app.

For example, if a customer calls sales but needs technical support, the sales agent can either introduce the case to the support agent (warm transfer) or send the call directly to the support queue (cold transfer).

graphic demonstrating how a call is transferred between agents

graphic explaining benefits of call transfer in support teams

Benefits of Transferring Calls

Transferring a call redirects live calls to the right agent, department, or even remote team, reducing wait times and ensuring no customer is left without support.

Faster Call Resolutions

Customers are instantly redirected to the right agent or department, reducing wait times. It improves first-call resolution and keeps customers satisfied.

Professional Customer Experience

Support for Remote & Global Teams

Improved Team Collaboration

Integrate Calilio with CRM & Business Tools

You can automatically log your transferred calls into your CRM. You can integrate Calilio with a range of business tools, ensuring full visibility and context across your team.

Zapier

Automation

Pipedrive

CRM

Pabbly Connect

Automation

LeadHeed

CRM

HubSpot

CRM

Salesforce

CRM

Mailchimp

Marketing

Krispchat

Sales Automation

Zendesk

Helpdesk

Request Integration

Keep in mind

Best Practices When Transferring a Call

Some best practices for call transfer are: Always inform callers before transferring, use warm transfers when context matters, and avoid unnecessary redirections that frustrate customers.

Do’s

Use warm transfers when context is important, so customers don’t repeat themselves.

Inform customers politely before transferring them to another agent or department.

Test call transfer workflows regularly to ensure successful connections.

Combine call transfer with call notes or CRM logging for better context.

Train agents on when to use warm vs. cold transfers for maximum effectiveness.

Dont’s

Don’t transfer calls without confirming the receiving agent is available.

Don’t perform excessive transfers that frustrate the caller.

Don’t transfer blindly without context when the situation requires explanation.

Don’t ignore analytics — review transfer patterns to optimize workflows.

Don’t leave customers on hold for too long before completing a transfer.

Select Plan

Calilio’s Pricing and Plans

Call transfer comes included with all Calilio plans, so you can redirect calls without paying extra fees. Whether you’re a small team or a global enterprise, Calilio gives you the flexibility to manage call transfers across agents, devices, and locations.

Standard Plan

$12
Per user/per month

$15 Save 20%

billed annually at $144

Ideal for solopreneurs, startups and small businesses venturing into affordable VoIP service.

Get Started with:

User Limit: 10
Free 1 Local Number
US or Canada
Phone & Voicemail Greeting
Basic Realtime Dashboard

Premium Plan

$28
Per user/per month

$35 Save 20%

billed annually at $336

Leverage growing businesses and call centers with cost-effective VoIP solutions.

Everything in the Standard Plan, plus:

All Standard Plan Features
Unlimited Users
Advance Reporting
Coming Soon
Live Call Monitoring
Detailed Realtime Dashboard

Enterprise Plan

Custom

Comprehensive VoIP plan for unmatched communication solutions for large businesses and enterprises.

Everything in the Premium Plan, plus:

Queue Call Back
Coming Soon
All Call Strategy Features
Dedicated Account Manager
Phone and WhatsApp Support

Q&A

Frequently asked questions

What does call transfer mean?

Call transfer allows you to redirect a live call from one agent or department to another without disconnecting the caller. It ensures the customer reaches the right person.

How do I transfer my calls to another phone?

What is the difference between warm and cold transfer?

Can I transfer calls to an external number?

How do I transfer a call without disconnecting the customer?

Is call transfer different from call forwarding?

Does Calilio support both warm and cold transfers?

Can I use call transfer on mobile and desktop devices?

Still have questions?

Can’t find the answer you’re looking for? Please chat with our friendly team.

Enter the World of AI Business Phone System with Calilio

Improve your business operation with Calilio's advanced virtual phone system. Join today for a better way to connect.

4.95200+ Reviews16+ Badges