Define the term 'call deflection' in the context of Service Cloud Voice.

Call deflection refers to the strategy of redirecting customer inquiries from live agent interactions to self-service options. This approach is designed to improve efficiency and customer satisfaction by enabling customers to resolve their issues independently through various self-service channels, such as knowledge bases, chatbots, or automated FAQs. By facilitating self-service, organizations can reduce call volume, allowing agents to focus on more complex customer needs and ultimately enhancing the overall service experience.

In contrast, the other options focus on different aspects of call management. Sending calls to external suppliers doesn't directly involve self-service or customer independence. Transferring calls between departments is a standard practice for routing calls but does not reduce customer reliance on live support. Connecting calls to voicemail systems does not engage the customer in resolving their inquiries but instead places their needs on hold. Hence, redirecting to self-service options encapsulates the essence of call deflection effectively.