Short answer
In a warm transfer, the customer waits on hold while you talk to the person you're handing them to, then you connect them and drop off, or cancel and take the customer back. In a blind (cold) transfer, you leave straight away and the customer hears music until the target answers. Either way, the target is one teammate or an outside phone number.
Transfers are how setters hand live prospects to closers, and how a front line passes callers to specialists. DialerDay supports both standard kinds from the browser softphone, on any live call, including calls from the parallel dialer.
Hold
Any call can be put on hold first. The customer hears music, and you pick them back up with one click.
Warm transfer
- Put the customer on hold.
- Call the target: a teammate or any phone number.
- Brief them: "I've got Maria, interested in the 20-year plan, budget around $50 a month."
- Complete: the customer and target are connected, and you drop off.
- Or cancel: the target is dropped and you take the customer back.
Best for high-value handoffs, where the closer should know the context before saying hello.
Blind (cold) transfer
- Choose the target.
- You leave straight away. The customer hears music until the target answers.
- If nobody answers, the customer goes to voicemail.
Best for routine handoffs where the target needs no briefing.
Who owns the call afterwards
| Target | Owner afterwards |
|---|---|
| A teammate | The teammate who took the call owns it and logs the outcome. |
| An outside number | The call stays with the agent who sent it. |
Transfers and the power dialer
When you hand over a call that the parallel dialer connected, the customer and the target move to a room of their own, and you keep dialing. A setter can book a live transfer and be on the next call within seconds.
Can I transfer to a ring group or queue?
Not today. Transfers go to one specific teammate or a phone number. If you need "whoever is free on the closer team", common workarounds are:
- Warm transfer to a specific closer you can see is available.
- Answered-call overflow, if the goal is to catch extra people who answer while you're busy. See answered-call overflow.