[Glossary](https://telxpress.com/glossary/) / Voice # Warm transfer A **warm transfer** hands a caller to a colleague only after the person transferring has spoken to that colleague, passed on the caller's name and reason, and confirmed they are ready to take the call. - Voice - Updated October 11, 2026 - Written by the Telxpress advisory team 01 In depth ## What it is, why it matters and *what to ask a vendor* In a cold (or blind) transfer the call is simply sent to another extension and the caller starts over. In a warm transfer the first party stays on the line, briefs the second, then connects the caller. AI voice agents do the same thing: the agent announces the caller and passes a summary before completing the transfer. For a growing business the difference is felt by customers. Repeating yourself is one of the most common complaints about phone service, and a warm transfer removes it. It also protects revenue: a qualified lead handed over with context converts better than one dropped on a salesperson who does not know why the phone rang. Ask a phone vendor whether warm transfer works across desk phones, mobile apps and remote workers. Ask an AI vendor what the agent says to the colleague, what it does if the colleague declines or does not answer, and whether the caller's details also arrive in the CRM or by text. 02 Related terms ## Terms that usually come up *alongside it* - Voice ### [Call routing](https://telxpress.com/glossary/call-routing/) Call routing is the set of rules a phone system or AI agent uses to decide who receives an incoming call, based on the caller, the time, the reason, availability and skills. - Voice ### [AI voice agent](https://telxpress.com/glossary/ai-voice-agent/) An AI voice agent is software that answers phone calls in natural conversation, understands what the caller wants, answers questions, books appointments and transfers or takes messages when a person is needed. - Voice ### [AI receptionist](https://telxpress.com/glossary/ai-receptionist/) An AI receptionist is an AI voice agent configured for front-desk work: greeting callers, answering routine questions, routing calls to the right person and scheduling, so staff handle visitors and exceptions. - Phones ### [UCaaS](https://telxpress.com/glossary/ucaas/) UCaaS (unified communications as a service) is a cloud subscription that combines business phone calling, video meetings, team messaging, voicemail and often contact-center features in one platform managed by the provider. 03 At Telxpress ## Where this shows up *at Telxpress* The pages and articles where this term does real work: what we advise, build and support. - Page ### [Donya AI Voice Agent: Never Miss a Call](https://telxpress.com/solutions/ai/voice-agent/) Donya answers every call 24/7, qualifies leads and books appointments. Call the demo line to hear it. Built and run by Telxpress. - Page ### [Business VoIP & Cloud Phone Systems in Irvine](https://telxpress.com/solutions/business-technology/phone-systems/) VoIP, cloud phone systems, UCaaS and SIP trunks from Yealink, Nextiva, Avaya, Yeastar and Polycom, installed, supported and ready for AI call handling. - Article ### [AI Receptionist vs Human Receptionist: What Changes for a Small Business](https://telxpress.com/insights/ai-receptionist-vs-human-receptionist-small-business/) Adding an AI receptionist rarely means losing the front desk; here is how calls, exceptions and costs divide between the AI and the person who still greets your customers. Next step ## Want This Applied *to Your Business?* Book a free 30-minute AI readiness consultation. You'll leave with three AI opportunities specific to your business, whether you work with us or not. [Book My Free Consultation](https://telxpress.com/book/) [Take the Free AI Readiness Assessment](https://telxpress.com/ai-readiness/) [Or call 24/7: (949) 861-4500](tel:+19498614500) Last reviewed: October 11, 2026. Published by Telxpress, Irvine, CA.