Call patching FAQs

1. What is the difference between patching a call and transferring a call?

There is no difference. Patch and transfer mean the same thing.

2. How many people can I patch to?

For a warm patch, you can set up your script to transfer to a maximum of 2 people per path. For example, your Sales path may be set up to transfer to Jackie and Peter, while Service may be set up to transfer to Ron and Adam.

For a cold patch, you can transfer to a single person.

3. What is a Warm Transfer?

In a Warm Transfer, the operator waits for you to pick up, then provides you with the caller’s information. This gives you the option to accept or decline the call.

4. What is a Cold Transfer?

In a Cold Transfer, the operator directly transfers the caller and ends the call in our system. They do not wait on the line for you to pick up.

5. What is the difference between patching a call and reach on-call?

Call patching occurs while the caller is still on the line, like asking the caller to hold while they tried to get someone on the line to help them - much like a receptionist would. Reaching on-call personnel begins after the caller is disconnected. This is where our system would call or text through a staff list to relay a message.

Note that if you are using our Automated Reach system and press 2 to dial the customer back, the system will dial the Caller ID of the initial call. Additionally, this time is billed and logged as Patch time.

6. How can I program a patch into my script?

For more information on programming a patch step, please read How to Add a Patch Step into Your Script.

7. What does “Use profile information for transfers” mean?

If this option is checked, it means that the step will pull the transfer number from the profile to which the path is assigned.

For more information on profile assignments, please read How to Assign a Call Path to a Specific Profile.