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How Does Call Patching Work With CallStar® Answering Service?

Call patching is the method of forwarding calls received by your CallStar® answering service representative to your direct line. Warm transfer, live transfer, blind transfer, or call transfer are all terms that may be used interchangeably with call patching. Our answering service is meant to be a solution for your business—handling most calls so you don’t have to; however, there are times when taking the caller’s information may not be adequate for the specific caller or their reason for calling. When these situations come up, we can patch the call to you.

As with any part of our service, you can dictate how you prefer this to be done. You set the rules for who or when a call is patched through and how. 

Call patching is commonly conducted in one of two ways:

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Warm or Regular Patching

This is when a CallStar® customer service representative answers a call and based on the filtering methods you set, recognizes the caller (or the situation) as a call that should be transferred to you. Our customer service representative places the caller on hold, dials your number, advises you of the reason for the patch, connects the lines, introduces the caller, and then drops off the line so you can continue the conversation with your caller directly.

Cold or Blind Patching

This type of transfer is only done if the preference is set by you and under circumstances you have approved of. During this type of call patch, a CallStar® customer service representative answers a call and based on the filtering methods you set, recognizes the caller (or the situation) as a call that should be transferred to you. Our customer service representative places the caller on hold, dials your number, connects the lines, and then drops off the line without an introduction.  

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Want To Learn More About CallStar®'s Answering Service?

Call patching needs can vary by industry and company. If you want to learn more about how we can take inbound calls on behalf of your business and how we would patch your calls, contact us at 800-370-1131.

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