What is a warm transfer?
Warm transfer is a back-up setting for scenarios where the recommended settings are not possible. In a warm transfer connection, VoiceAI will make sure the call is answered by an agent prior to transferring the call.
When should warm transfers be utilized?
Warm transfers should only be used if both of the conditions apply:
- Overflow: If your settings are configured to dial the leasing office first and send calls to the VoiceAI as overflow AND
- No Direct Leasing Line: If you are not able to remove your phone recording or IVR tree, warm transfer provides a solution.
The warm transfer setting will detect when an agent picks up to avoid confusion with phone recordings. This makes it possible to have the AI answer as overflow if the call is missed.
How does it work?
The Warm Transfer involves a conference bridge where:
- The on-site staff will pick up and say "hello" and then hear a connection message with a small beep before getting connected to the caller
- The caller will just hear ringing until they either get connected to the staff or, if the staff does not pick up, the AI will pick up.