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Call Transfer Improvements: Reliable Cold Transfers, Smoother Warm Handoffs

Call Transfer Improvements: Reliable Cold Transfers, Smoother Warm Handoffs​

Call transfers are one of the most common failure points in VoIP. We've addressed every major transfer issue — from cold transfer disconnects to warm transfer audio problems — ensuring your calls complete reliably every time.

What's New​

  • Cold Transfer Reliability: Resolved an issue where calls would disconnect after cold transfer due to the silence monitor misinterpreting hold silence. Transfers now complete reliably without unexpected disconnects.

  • Warm Transfer Audio: Fixed whisper delay, DTMF timeout, and announcement message delivery so warm transfers work smoothly. The receiving party hears the whisper message clearly before the caller is connected.

  • Whisper Track Publishing: Fixed audio cut-off in SIP consultation rooms by publishing the whisper track before the SIP call connects. Recipients hear the full announcement from the first word.

  • Conference Caller ID: Caller ID is now properly passed through to conference participants and transfer recipients, so everyone in the call sees the correct identity information.

  • Sub-Account to Sub-Account Calling: Calls between sub-accounts now properly generate dual call logs — one for each account. Both parties see the call in their own activity history with accurate duration and status.

Why This Matters​

Transfers That Actually Work: Your team can confidently transfer calls knowing they'll connect. No more apologizing to callers for dropped transfers or asking them to call back.

Professional Warm Handoffs: Clear whisper messages mean the receiving agent is fully briefed before the caller hears them. First impressions on transferred calls are as strong as on direct calls.

Accurate Records Everywhere: Dual call logs for sub-account calls and proper caller ID passthrough mean every account has an accurate, complete picture of their call activity.