Call Patching
Connecting a caller live to a member of the client's team in real time, rather than taking a message.
What it is
Call patching is a live, attended transfer where the operator briefly puts the caller on hold, calls the client (or on-call staff), confirms availability, and then bridges the two parties together on the same call.
How it works
Operator gathers caller info → places caller on hold → dials the destination using a softphone or click-to-call → announces the caller (warm transfer) or simply connects (cold transfer) → drops off the line.
Patching rules in the account profile usually include: who is patchable, during which hours, what categories of caller qualify, and what to do if the destination doesn't answer.
Why it matters
Patching turns the answering service from a message-taker into a live extension of the client's team. For attorneys, executives, and emergency tradespeople, a live patched call is often what the customer is paying for.
Related entries
Transferring a caller only after the operator has reached the destination, briefed them, and confirmed they'll take the call.
Transferring a caller to a destination without announcing them or confirming the destination is ready.
Qualifying a caller before connecting or escalating, based on rules in the account profile.
The expedited workflow for routing time-sensitive calls — outages, medical concerns, water leaks — directly to on-call staff.
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