How is Call Forwarding different from Call Transfering?

How is Call Forwarding different from Call Transfering?

  • Call Forwarding = automatic routing before anyone answers (e.g., IVR/queue sends calls to a number, device, or ring group).
  • Call Transferring = a live agent moves an active call to another agent or department during the call (blind or warm/consult).

In this article

  • Definitions (plain language)
  • When to use each
  • Quick comparison
  • Set up Call Forwarding (dashboard steps)
  • Transfer a live call (web & dial pad)
  • Outcomes, recording & caller ID
  • Troubleshooting
  • FAQs

Definitions (plain language)

  • Call Forwarding: Rules that route incoming calls automatically to a destination (single number, ring group, department, or schedule-based target) without manual intervention.
  • Call Transferring: An agent action taken after answering to send the live call to another agent or department (either blind transfer or warm/consult where you speak to the recipient first).

When to use each

  • Use Forwarding when… you need off-hours routing, backup routing, device switching, or time-based/IVR-based logic.
  • Use Transferring when… the first agent triages and then escalates or routes to the best owner (e.g., Sales, Billing, Supervisor).

Quick comparison

Feature

Call Forwarding

Call Transferring

Who triggers it

System (automatic rules)

Agent during live call

When it happens

Before answer

After answer

Typical targets

Number, ring group, department, schedule

Agent, department/queue

Caller experience

Seamless; hears IVR/MOH

Brief handoff; may hear MOH/announcement

Setup location

Dashboard > Design Call Flow (routing rules)

Live Call widget or mobile dial pad

Best for

After-hours, overflow, device changes

Escalation, subject expert handoff

Recording continuity

New recording per leg based on policy

Usually continues; may start a new leg on transfer

How to Activate Call Forwarding:

The process to activate call forwarding typically involves the following steps:

  • Navigate to mobile settings.
  • Access SIM card settings.
  • Locate the call forwarding option.
  • Specify the number to which calls should be forwarded.
  • Alternatively, dial *21*(forwarding number)# to activate call forwarding directly.


Transfer a live call

Method 1: Mobile dial pad (during a live call)

Use your phone’s native dialer while on the call.

  1. While connected with the caller, dial *2.
  2. Wait for the system prompt “Transfer”.
  3. Dial the target agent’s extension.
  4. You are connected to the agent; the caller is on hold.
  5. Brief the agent, then hang up to complete the transfer.
    • The caller and the target agent are connected automatically.
If you don’t know the extension, check Manage → Users or use Method 2/3 to search by name.



Method 2: Web Panel — Live Call widget

  1. Open the MyOperator dashboard.Screenshot 2025-07-24 183128.png
  2. Go to Call Logs and locate the Live Call widget.Screenshot (43).pngScreenshot (43) - Copy.png
  3. Click Transfer.
  4. Search or select the target agent (or department/queue, if available).
  5. Click Go to complete the transfer.
    • The caller is placed on hold briefly and then connected.LW1.png

Outcomes, recording & caller ID

  • Caller experience:
    • Forwarding: caller hears IVR/MOH/ringback while rules route to the destination.
    • Transferring: caller is placed on brief hold (hears Music on Hold) during handoff.
  • Recording:
    • Depending on policy, a transfer may continue the same recording or create a new leg for the post-transfer segment.
  • Caller ID (CLI):
    • By default the caller’s number is preserved to the recipient; masking/CLI policies may alter this.
  • Logs:
    • Forwarding: shows route taken.
    • Transfer: Transfer event appears with source and target.
Verify: Reports > Call Logs to confirm route and transfer events after a test call.

Troubleshooting

  • Transfer option missing: You might lack permissions or the Live Call widget; ask an Admin/Owner.
  • Department not listed as a transfer target: Ensure the department has an extension and is enabled.
  • Forwarding didn’t trigger after-hours: Check business hours and holiday calendar in the flow.
  • CLI looks different post-transfer: Review caller ID masking or carrier policies.
  • One-way audio after transfer: Verify recipient device/network and any Do Not Disturb settings.

FAQs

Can I transfer directly to a department instead of a single agent?
Yes—choose Department in the transfer dialog or dial the department extension.

Can I set forwarding to try one agent and then overflow to a group?
Yes—use sequential ring and overflow rules in the call flow.

What’s the difference between blind and warm transfers?

  • Blind: sends the caller immediately; you don’t speak to the recipient first.
  • Warm/Consult: you speak to the recipient, then complete the handoff.

Does forwarding ring my personal SIM like a normal call?
Yes—forwarded calls arrive over PSTN like regular calls (data not required for audio).