What is the difference Between Single Step Transfer & Blind Transfer?
A single step transfer is when an agent/supervisor transfers a call directly to another agent/supervisor without initiating a call to the receiving agent/supervisor. It essentially becomes a direct call between the receiving agent/supervisor with the customer. If the single step transfer number that was dialed is incorrect, the customer's call would get dropped. If the agent/supervisor does not answer, the customer will continue to hear it ringing.
A blind transfer is when the agent/supervisor initiates a consult call with another agent/supervisor, but transfers the call without speaking to the agent/supervisor (while the consult call is still ringing).