How it works
Before completing the transfer, the agent speaks with the colleague and provides context to avoid making the caller repeat the issue. Call handling rules determine the order of destinations, ringing time and fallback behaviour. The exact result depends on PBX configuration and whether endpoints are reachable.
Business example
An agent consults an engineer about the customer's issue before connecting the caller to that engineer.
What to consider
Test busy, no-answer and simultaneous-call cases. Assign responsibility for maintaining routing rules and provide a clear next step when the preferred destination is unavailable.