What is the difference between blind and attended (supervised) transfer?
Blind transfer and attended transfer, also known as supervised transfer, are two different methods of transferring a phone call from one party to another. The main difference lies in how the transfer is initiated and executed:
1. Blind Transfer:
In a blind transfer, the transferring party (the person who initiates the transfer) redirects the call to another party without speaking to the transfer recipient first. This means that the transferring party doesn't inform the recipient about the transfer before executing it. The process involves the following steps:
- The transferring party puts the current caller on hold.
- Without announcing the transfer to the recipient, the transferring party dials the destination number or selects it from a list.
- Once the destination phone rings or is answered, the transferring party immediately disconnects from the call, and the caller is connected to the new recipient.
Blind transfers are often used when the transferring party is confident that the recipient is available and ready to accept the call. It is commonly used in scenarios where the call center agent or receptionist knows the specific extension or department to which the call needs to be transferred.
2. Attended (Supervised) Transfer:
In an attended transfer, the transferring party interacts with the intended recipient before completing the transfer. This allows the transferring party to verify if the recipient is available and willing to take the call. The process involves the following steps:
- The transferring party puts the current caller on hold.
- The transferring party then calls the intended recipient to verify their availability.
- If the recipient is available and willing to take the call, the transferring party connects the original caller and the recipient together, creating a three-way call.
- The transferring party may stay on the line for a moment to introduce the caller to the recipient and provide any necessary context for the call.
- Once the transferring party is confident that the call has been successfully transferred, they disconnect from the call, leaving the caller and the recipient connected.
Attended transfers are commonly used when the transferring party is unsure whether the intended recipient can take the call or when the call requires some context or briefing for the recipient before transferring.
In summary, the main difference between blind transfer and attended transfer is that blind transfer is executed without speaking to the recipient beforehand, while attended transfer involves interacting with the recipient before completing the transfer. Both methods serve different purposes and are used in various telephony scenarios based on the requirements of the call and the familiarity of the transferring party with the recipient.
PBXware transfer classification
SIP transfer
A SIP call transfer is when one party in a call sends a request to another party to establish a new call with a third party, and then disconnects from the original call. This can be done in two ways: blind or attended.
Blind Transfer
By using the Direct transfer button on the gloCOM mobile
Attended Transfer
By telephone: While talking, press 'Transfer', dial the extension number and press the 'Dial' button. After the other party agrees, press 'Transfer' again, and the call will be transferred. The person who waits during the confirmation process listens to the Music on Hold sound files.
By using the Supervised transfer button on the gloCOM mobile
Transfer button on Yealink device and how to switch between Blind & Attended
It is possible to modify the transfer button on Yealink devices if you access the GUI of the device and navigate to the section Features → Transfer. Within this section, it is possible to change the mode of the button, by setting the option Transfer Mode via Dsskey as Blind Transfer or as Attended transfer.
Asterisk transfer
Transferring a call means that one side of the conversation (A) tells Asterisk to connect the other side (B) to the third destination in the system (C). To perform this function, Asterisk supports two types of call transfer: blind and attended
Blind transfer can be done in the following way:
By using '# + $EXTENSION' number while talking
By using the Transfer button on the gloCOM desktop
Attended transfer can be done in the following way:
By using option '*2' (which can be customized). Once you agree that the callee will accept the call, you finish the transfer process by hanging up the call. If the callee will not accept the call, the callee will hang up the call or you can press '*0' (which can be customized as well) to return to the ongoing call.
By using the Supervised transfer button on the gloCOM desktop
Access codes for Blind and Attended transfers
Access codes for Blind and Attended transfers can be found and changed in the Access Codes section (‘Master Tenant level’ → ‘Settings’ → ‘Access Codes’).
NOTE: The mentioned access codes can only be changed at the level of the entire system, and these changes would be applied to all tenants that are part of this system.