Warm transfer to staff
What a warm transfer is, what your staff receive when a call is handed over, and how to choose who takes transferred calls at your practice.
3 min read
What a warm transfer is
When a call needs a person, 2care hands it to your team as a warm transfer. The call arrives with the full transcript and a structured summary, so the person who picks up already knows who is calling, why, and what has happened so far.
The caller does not repeat their name, date of birth or reason for calling. Your staff carry on the conversation from where the agent left it.
Terms
- Warm transfer. A handoff to a person that carries the full transcript and a structured summary.
- Structured summary. A short note in set fields: the caller, whether they were verified, the reason for the call, and what is left for staff.
- Transfer destination. The staff number or queue that receives a given kind of call.
What your staff receive
| Item | What it tells your staff |
|---|---|
| Caller | Name and phone number, and whether they are a returning patient |
| Verification | Whether the caller was verified on their date of birth |
| Reason | What the caller asked for, in a sentence |
| What was done | Any booking, change or answer already given on the call |
| What is left | The part of the call that needs a person |
| Transcript | The full conversation, turn by turn |
When calls are transferred
Calls are transferred when they belong with a person:
- Emergency-lane calls. Calls showing a red flag, such as chest pain, stroke signs or severe bleeding, go to a person in 3 seconds.
- Clinical questions. These go to your nurse or provider queue in 4 seconds.
- Requests your staff handle. For example, a change to an appointment that is already checked in, or a visit type your team arranges.
- Caller preference. A caller who asks for a person is passed to your team.
See how urgent calls reach a person for the full routing lanes.
Choosing destinations
- List your call types. Emergencies, clinical questions, billing, staff-arranged visits and requests to speak to a person.
- Name a destination for each. A staff number for live transfers, or a queue for calls your team returns.
- Set the hours. Choose who takes each type during open hours, and who takes urgent calls when you are closed.
- Record a fallback number. A staff line that receives calls if the agent is unavailable.
- Test. Place a test call for each type and check the summary arrives with it.
Calls your team returns
Some requests do not need a live transfer, such as a refill request or a billing question. These arrive in the queue your team already works, with the same summary and transcript, so the call back is quick.
See refill and results requests.
Questions
Do staff need new software to take transfers?
Transfers arrive on the phone line you choose. The transcript and summary are in your 2care account, linked to the call.
Can the caller ask for a person at any time?
Yes. A caller who asks for a person is passed to the destination you set for those requests.
What if the caller hangs up before the transfer completes?
The transcript and summary stay with the call record, so your team can call the patient back with the full picture. See call recordings and transcripts.
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