Softphone Call Transfer Guide: Businesses”

10 min readApr 25, 2024

Softphones have emerged as a game-changer in modern business communication, offering a flexible and cost-effective alternative to traditional phone systems. As software applications that run on computers, smartphones, or tablets, softphones empower users to make voice and video calls over the internet, eliminating the need for dedicated hardware. Some of the key benefits of softphones include:

Mobility and flexibility to communicate from anywhere with an internet connection
Cost savings by leveraging internet-based calling instead of traditional phone lines
Integration with various communication tools and business applications
Scalability to accommodate growing business needs

Among the many features that softphones offer, the ability to transfer calls seamlessly is a critical functionality that enhances efficiency and customer service. In today’s fast-paced business environment, the softphone with call transfer capability allows employees to:

Redirect calls to the appropriate department or individual for prompt resolution
Transfer calls to subject matter experts for specialized assistance
Collaborate with colleagues by involving them in ongoing conversations
Ensure business continuity by transferring calls during unavailability or emergencies

The call transfer feature not only streamlines communication workflows but also contributes to an exceptional customer experience by ensuring that callers are swiftly connected to the right resource, minimizing hold times and frustration.

As businesses increasingly embrace remote and hybrid work models, the softphone with call transfer functionality becomes an essential tool for maintaining seamless collaboration and efficient call handling across distributed teams.

Understanding Call Transfer

Call transfer is a fundamental functionality in modern communication systems that allows users to redirect an ongoing call to another party or destination. In the context of softphones, this feature enables seamless call handling and collaboration by empowering users to transfer calls with just a few clicks or keystrokes.

There are three main types of call transfers that softphones typically support:

Blind Transfer: This type of transfer involves redirecting a call to another party without announcing or introducing the call beforehand. The caller is essentially “blindly” transferred, and the original recipient of the call is disconnected once the transfer is complete.
Attended Transfer: With an attended transfer, the softphone user first establishes a temporary call with the intended transfer recipient before connecting the original caller. This allows the user to introduce the call, provide context, and ensure the transfer is appropriate before completing the process.
Warm Transfer: Similar to an attended transfer, a warm transfer involves connecting with the intended recipient first. However, in this case, the original caller remains on hold while the softphone user introduces the call and provides the necessary background information before completing the transfer and joining all parties together.

Softphones with call transfer solutions offer numerous benefits to businesses:

Improved Efficiency: By quickly redirecting calls to the appropriate resources, call transfer streamlines communication workflows, reduces hold times, and enhances overall productivity.
Better Customer Experience: Customers appreciate being promptly connected to the right person or department, leading to faster issue resolution and higher satisfaction levels.
Enhanced Collaboration: Call transfer facilitates seamless collaboration among team members, enabling them to involve subject matter experts or colleagues as needed, fostering a more effective and efficient problem-solving approach.
Flexibility and Mobility: With softphones, call transfer functionality is accessible from any device with an internet connection, empowering remote and mobile workforces to stay connected and provide exceptional customer service.

By leveraging the call transfer feature in softphones, businesses can optimize their communication processes, enhance customer satisfaction, and foster a more collaborative and efficient work environment, ultimately driving better overall performance and success.

How Call Transfer Works with Softphones

Softphone with call transfer feature allows users to seamlessly redirect an ongoing call to another party or extension. This functionality is made possible through the integration between the softphone app and the PBX or VoIP system. Here’s how the process typically works:

Initiating a Call Transfer from a Softphone:
During an active call on the softphone, the user initiates the call transfer process by pressing a designated softkey (e.g., “Transfer”) or using a keyboard shortcut.
The current call is then put on hold, and the softphone prompts the user to enter the destination extension or phone number to which the call needs to be transferred.
Once the destination is entered, the softphone sends a request to the PBX/VoIP system to establish a new call with the specified destination.
Integration between Softphones and PBX/VoIP Systems:
The softphone app communicates with the PBX or VoIP system using standardized protocols like SIP (Session Initiation Protocol).
When a call transfer is initiated, the softphone sends specific SIP messages to the PBX/VoIP system, requesting it to put the current call on hold and establish a new call with the transfer destination.
The PBX/VoIP system processes the request, puts the original call on hold, and initiates a new call to the specified destination.
Once the new call is established, the PBX/VoIP system can either connect the two parties directly (blind transfer) or allow the user to consult with the transfer destination before completing the transfer (attended transfer).
Methods of Call Transfer:
Softkeys: Most softphones provide dedicated softkeys or buttons on the user interface to initiate a call transfer. These softkeys are typically labeled as “Transfer” or with a similar intuitive label.
Keyboard Shortcuts: Softphones may also allow users to initiate a call transfer using specific keyboard shortcuts or key combinations, providing a quicker alternative to clicking softkeys.
In-Call Menus: Some softphone applications may have in-call menus or options that allow users to initiate a call transfer, in addition to or instead of softkeys or keyboard shortcuts.
Integration with Physical Desk Phones: In certain cases, softphones can be integrated with physical desk phones, allowing users to leverage the call transfer functionality of the desk phone while using the softphone for the actual call.

The call transfer feature in softphones, facilitated by the integration with PBX/VoIP systems, enables users to efficiently manage and redirect calls, enhancing productivity and improving customer service by ensuring calls are directed to the appropriate parties.

Call Transfer Features in Softphones

Modern softphones offer a variety of call transfer options to cater to different communication needs and preferences. These features provide flexibility and enhance the overall user experience. Let’s explore the various softphone with call transfer capabilities besides blind transfer, attended transfer, and warm transfer commonly found in softphone applications:

Transfer to Voicemail: Softphones often provide the option to transfer a call directly to a voicemail box, either within the same system or to an external voicemail service. This feature is handy when the intended recipient is unavailable or when the user wants to avoid disrupting the recipient by transferring the call to their voicemail.
Transfer to External Numbers: Many softphone applications support transferring calls not only to internal extensions or colleagues but also to external phone numbers. This feature is particularly useful for businesses that need to transfer calls to clients, partners, or other external parties.
Call Parking and Pickup: Some softphones integrate with call parking and pickup features, which allow users to temporarily “park” a call on a designated extension or orbit, and then retrieve or “pick up” the call from another extension or device. This functionality facilitates call transfers between different locations or devices, enhancing mobility and flexibility for users.

These call transfer features, combined with the convenience and mobility of softphones, enable users to efficiently manage and route calls according to their specific needs, improving communication workflows and enhancing overall productivity.

Benefits of Call Transfer in Softphones

Softphone with call transfer applications brings a host of benefits that enhance communication efficiency, customer service, and employee productivity. Let’s explore how this feature positively impacts various aspects of business operations:

#1. Improved Customer Service and Satisfaction

With the ability to transfer calls seamlessly, businesses can ensure that customers are promptly connected to the most appropriate representative or department, reducing wait times and frustration.
Call transfers allow for efficient escalation or redirection of complex queries, providing customers with timely and accurate resolutions, thereby improving their overall experience and satisfaction.

#2. Enhanced Employee Productivity and Collaboration

Call transfer in softphones enables employees to collaborate more effectively by quickly involving subject matter experts or colleagues in ongoing conversations, without the need for physical proximity.
Employees can efficiently distribute workloads and manage call volumes by transferring calls to available team members, minimizing bottlenecks, and ensuring timely responses to customer inquiries.

#3. Seamless Call Handling and Routing

Softphones with call transfer capabilities provide a centralized and streamlined approach to call management, allowing businesses to implement sophisticated call routing strategies based on predefined rules or real-time availability.
Calls can be intelligently routed to the most appropriate departments, teams, or individuals, ensuring that each interaction is handled by the best-suited resource, optimizing operational efficiency.

#4. Flexibility and Mobility for Remote Workers

Softphones enable remote workers or distributed teams to leverage call transfer functionality from anywhere, as long as they have an internet connection.
This mobility empowers remote employees to collaborate effectively, transfer calls to colleagues or subject matter experts, and provide seamless customer service, regardless of their physical location.

Whether it’s improving response times, facilitating knowledge sharing, or enabling remote workforces, softphone with call transfer features is a powerful tool that drives efficiency and adaptability in modern business operations.

Choosing the Right Softphone with Call Transfer

When it comes to selecting a softphone solution with call transfer capabilities, businesses must carefully evaluate their specific requirements and consider various factors to ensure a seamless and efficient implementation. Here are some key considerations:

Ease of Use: The softphone’s user interface should be intuitive and user-friendly, allowing employees to navigate and execute call transfer functions effortlessly, minimizing the need for extensive training or technical expertise.
Integration with Existing Systems: Seamless integration with the organization’s existing PBX, VoIP systems, or unified communications platforms is crucial for ensuring compatibility and enabling smooth call transfer operations.
Scalability: As businesses grow and communication needs evolve, the softphone solution should offer scalability options to accommodate increasing user bases, call volumes, and additional features or integrations.
Robust Call Transfer Features: Evaluate the breadth and depth of call transfer features offered by the softphone, including blind transfers, attended transfers, warm transfers, transfer to voicemail, external number transfers, and call parking/pickup functionality.
Cross-Platform Compatibility: For organizations with a diverse technology landscape, it’s essential to consider softphone solutions that are compatible with multiple operating systems (Windows, macOS, Android, iOS) and devices (desktops, laptops, smartphones, tablets).
Security and Compliance: Depending on the industry and regulations, businesses may need to prioritize softphone solutions that offer robust security measures, such as end-to-end encryption, secure authentication, and compliance with relevant data protection standards.
Reliability and Performance: Consistent and reliable performance is paramount for softphone solutions, ensuring minimal disruptions, superior audio and video quality, and optimal call transfer success rates.

Tragofone: A Powerful Softphone with Call Transfer

Tragofone’s cutting-edge softphone solution backed by WebRTC is designed to revolutionize the way businesses communicate, offering a comprehensive suite of features that streamline call management and enhance productivity. At the core of this powerful platform lies a robust call transfer functionality that empowers users to seamlessly redirect calls, ensuring efficient collaboration and exceptional customer service.

Tragofone’s softphone excels in providing a wide range of call transfer options, catering to diverse business needs:

Blind Transfer: With a simple click, users can transfer calls directly to another party without prior announcement, ideal for scenarios where context is already established.
Attended Transfer: This feature allows users to announce or introduce the call to the intended recipient before completing the transfer, ensuring a smooth and contextualized handoff.
Warm Transfer: Tragofone’s softphone offers warm transfers, enabling users to remain on the line during the introduction, facilitating a seamless three-way conference before connecting the parties.
Transfer to Voicemail: When a recipient is unavailable, users can effortlessly transfer calls directly to voicemail, ensuring no important communication is missed.
Transfer to External Numbers: Businesses can leverage Tragofone’s softphone to transfer calls not only to internal extensions but also to external phone numbers, facilitating collaboration with clients, partners, and other external stakeholders.

Beyond its advanced call transfer capabilities, Tragofone’s softphone solution boasts a range of powerful features that elevate business communication:

Auto-Provisioning: Streamline deployment and management with Tragofone’s auto-provisioning capabilities, enabling efficient scaling and minimizing administrative overhead.
Customizable User Interface: Reinforce brand identity with white-labeling options, allowing businesses to personalize the softphone’s branding and user interface for a cohesive user experience.
Robust Security: Tragofone prioritizes data protection with end-to-end encryption, secure authentication, and compliance with industry-specific regulations, ensuring peace of mind for businesses handling sensitive information.
Seamless Integration: Tragofone’s softphone seamlessly integrates with various PBX/VoIP systems, including custom solutions, ensuring compatibility with existing infrastructures and enabling smooth call transfer operations.

With Tragofone’s softphone, businesses can harness the power of WebRTC technology, ensuring high-quality audio and video communication, secure end-to-end encryption, and seamless cross-platform compatibility across desktops, laptops, smartphones, and tablets.

Experience the future of business communication with Tragofone’s softphone solution. Request a demo today or avail of our free trial to witness firsthand the transformative impact of an advanced softphone with call transfer capabilities and a host of powerful features designed to elevate your communication workflows.

Original link:- https://tragofone.com/softphone-call-transfer-feature-work-guide/