Most voice response services offer the caller the opportunity to transfer a call.
There are two types of call transfer:
Screened transfer is usually preferable, but a blind transfer does reduce the duration of a successful transfer process and may be acceptable.
With a screened transfer, the state table places the caller on hold (suspending the call) and completes the transfer only if the call to the third party is answered. If the state table detects that the third party is busy while transferring a call, or if the third party does not answer, the state table can take one of the following actions:
With a blind transfer, the state table places the caller on hold, and attempts to transfer to the third party. Once the attempt is underway it disconnects from the original call. If the transfer is unsuccessful, the caller is not returned to the original call.