Call Forwarding vs. Call Transfer: Key Differences

Call forwarding is a feature in a phone system that routes incoming calls to another number without the caller’s context. It is useful when the intended recipient is unavailable or out of the area. In this case, other qualified agents can uphold the conversation.

If the forwarded-to number is unavailable, the system redirects calls to cell phones, landlines, voicemail, or any other system. With this feature, you don’t have to worry about missing client calls and keep calls ongoing.

Call forwarding automatically routes calls while preserving the original caller ID. It simultaneously or sequentially forwards a call to multiple numbers.

1. Automatic Call Routing
   The system automatically routes calls from one person to another without the caller’s awareness.
    
2. Integrated with Voicemail System
   User’s messages are delivered to voicemail if the forwarded-to recipient is unavailable instead of missing the opportunity.
    
3. Conditional Forwarding
   You can set up conditions for forwarding calls, such as if a line is busy, the device is unreachable due to network or internet problems, or the call is unanswered.
    
4. Caller ID Preservation
   When a call is forwarded, the recipient can view the caller’s original number on their device, letting them know who the caller is.
    
5. Simultaneous and Sequational Forwarding
   The system dials both primary and forwarded numbers simultaneously or in an order until someone answers the call.

Call transfer in a phone system moves live calls from one host to another. The system informs the customer before handing a call to another agent. It provides seamless call switching, ensuring the customer gets the correct assistance from the right agent.

Transferring a call reduces waiting time and provides the caller with quick and accurate service for enhanced customer experience.

Call transfer can smoothly switch live conversations in multiple channels. Customers can experience personalized service by connecting to the correct department. You can set up criteria for call transfer.
 

1. Efficient Call Routing
   Customers are connected from the wrong to the correct department, reducing wait time and providing quick access to their problems or queries.
    
2. Personalized Service
   After understanding customer preferences, queries, and history, the system transfers the call to the relevant agents, delivering a personalized experience.
    
3. Multi-Channel Integration
   The system seamlessly transfers calls to any communication channel. It enhances the customer experience by combining the power of voice with text and email.
    
4. Flexible Call Handling
   Call transfer handles calls by transferring a call to the correct department according to organization structure.
    
5. Customizable Call Transfer Rule
   With the customizable call transfer rule, you can define criteria for call transfer according to specific business requirements.

Both call forward and call transfer move calls from one party to another. However, the difference lies in how they transfer the call. In call forwarding, a call is transferred without informing the callers, whereas a call transfer informs the caller before transferring a call.

Call forwarding is suitable for consistent reachability. A business with heavy call traffic should integrate call-forwarding features. They offer an alternative line for a customer to interact with the business in case of unavailability.

Call transfer is best fitted for customer support as it seamlessly hands over calls to knowledgeable departments for accurate service. It provides a personalized experience by explaining client's queries to new receivers and carrying on the conversation.

Integrating call forward and transfer in your communication system ensures you never miss your opportunity to connect with customers. With its call routing feature, your inaccessibility can never be an obstacle for a customer to satisfy their questions. It enhances the caller’s personalized experience with immediate or constant reachability.

Calilio is a business phone system that manages your incoming calls with its powerful call forwarding and call transfer features. Moreover, with our VoIP phone service, you can make and receive calls over the Internet - you can reach your customers anytime, anywhere. Sign up with Calilio today to simplify communication and maintain constant interaction.

Call transferring and forwarding are both used for call redirection. But call forwarding automatically incoming calls from one number to another in case of unavailability, whereas call transfer passes ongoing calls from one party to another.

Yes, with an international call forwarding service, you can forward your call to any destination worldwide.

If a receiving party is currently busy, agents notify a customer that they are put on hold until the line is available.