Description
When an agent answers a call, puts the caller on wait, and then tries your line, it’s known as warm patching or a live warm transfer. The caller will identify themselves and ask if you’re available to be connected if you answer. The caller will be connected by the agent. Verify that you were connected. The agent will then cut off. You and the caller have now been “patched,” so you can use the line for as long as you want to. As an alternative, the agent can simply take a message from the caller and forward it to you if you’re not available.A blind transfer, also known as cold patching, occurs when an agent connects a call without verifying. The caller is connected to your line without being introduced in this case.
