“Warm transfer phone must have capability to do a "warm transfer" EX. Insurance agency receives call from client with an auto claim, I have client on the line and place him on a type of hold, and open same line to claims and dial them. ONce claims is on line I open same line to the client and we all can talk on the same line. I let claims take over and they are now talking to client, and I get to hang up all while only using the one line.”