In Aircall, you can transfer calls directly from the Phone application.
When choosing to transfer a call, you can select between a warm or cold transfer. To transfer the call right away without speaking to your colleague or the external party first (cold transfer), select the Transfer now button. Then select an agent, team, or type in an external number to transfer to.
Once you’ve pushed the Transfer now button, the call will immediately transfer out of Aircall and the external party can either accept or reject the transfer.
Note: If the agent or team does not answer the transferred call, the call will return to you. However, transferring to an agent or team's dedicated number via a Contact can prevent this transfer bounce back. Details on the contact transfer method can be located here.
If the agent you wish to transfer to is unavailable, they will not appear as an option for transfer, and you will be unable to transfer to them.
Warm Transfer Option
The Warm transfer feature allows for smoother communication. Taking advantage of this feature allows you to give context to your teammate before transferring a call to them. You can also go back and forth between a teammate and the client as many times as needed before transferring the call completely. Warm transfers to external numbers are possible. Once you hit the Transfer button, your call will end.
⚠️ Please note: Warm transfers are only available for individual users and numbers, and calls cannot be warm transferred to Teams.
From this view, you’ll also be able to check if your teammate is available to take the call by the Availability indicator in the right corner of the icon.
When you receive a transferred call from a number that you are not assigned to, the call will show up in the History so that you can easily access all of the information related to it (number, recording, tags, and comments).
Call Recordings
Please note that recording cannot be enabled/disabled after a call is transferred. Should a call be set to record before transferring, it will not be able to be paused once the transfer is complete.
Your ability to access this recording will depend on your user role: by default, only Supervisors and Admins can access recordings. Agents will be able to access call recordings where the call has been assigned to them, or where the agent has been assigned to that specific number.
Team Transfers
When ever a call is transferred to a team, it will be dispatched to all available users of that team simultaneously.
⚠️ Please note: transferring a call to either a team or an individual user will not alter the call's information, as the call will still be associated with the line on which it was originally received.
If you wish to ensure that the line information matches with the forwarded team or individual, please refer to: Transferring Calls to an Agent or Team via Contact
Internal Calls
It is currently not possible to transfer an internal call within Aircall.
Analytics
For users with access to Analytics+, under Monitoring + you will have insights into user KPIs for how many transfers each user made. This will be the number of inbound calls that the agent answered and then transferred to either an agent or an external number.