Telephone call transfers
Transfer a telephone caller to another operator or an external number, with an option to talk first.
What it is
Transfer moves a telephone caller to another operator or an external telephone number. You can use Direct Transfer or choose Talk First to consult the recipient before handing over. Internal transfers keep the conversation available to the receiving operator.
Who uses it and why
- Operators send callers to someone who can resolve their enquiry.
- Supervisors help route calls to an appropriate operator, channel or skill.
- Callers can wait on hold while operators consult before completing the handover.
Where to find it
Use Transfer in the voice console. The picker includes All Operators, Channels, Skills, Business Directory and Keypad, depending on the action.
Administrators with the Settings role change transfer status restrictions at Settings › Voice › General Settings.
How it works
- Select Transfer during the active call.
- Find the recipient in the appropriate tab.
- Choose Direct Transfer to offer the handover immediately, or Talk First to consult.
- For Talk First, INSIDE holds the caller while the recipient is invited. Complete the transfer using the connected participant's Transfer control and confirm Continue.
An invitation adds someone to the call; it does not by itself assign ownership. The proposed recipient can accept or decline the invitation or transfer.
You can also choose an external destination from Business Directory or enter a number with Keypad. The interface prevents transferring the caller back to the same telephone number.
Configure it
An operator uses the per-call transfer choices without creating a transfer record. A colleague with Settings access can change Restrict transfer to Winding Down Operators and Restrict transfer to Limited Operators for the website.
Maintain external destinations in Business Directory if operators regularly transfer calls to the same numbers.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Restrict transfer to Winding Down Operators | Settings › Voice › General Settings | website | Off | Settings role | Excludes winding-down operators from permitted voice transfer recipients when enabled. |
| Restrict transfer to Limited Operators | Settings › Voice › General Settings | website | Off | Settings role | Excludes limited operators from permitted voice transfer recipients when enabled. |
Permissions
| Permission | Lets you |
|---|---|
| Voice | Participate in telephone calls and receive internal voice transfers. |
| Settings | Change website voice transfer restrictions. |
Limits and good to know
- Internal recipients need Voice access, a registered browser connection and capacity to take the call.
- An invitation can fail if the recipient is unavailable or already in a call.
- Turning off a status restriction does not remove other eligibility checks.
- Direct external transfer hands the caller to an outside destination. Do not assume the destination has access to the INSIDE conversation.
- Additional participants can temporarily disable the main transfer button. Use available participant controls for a consultation already in progress.
Depends on and works with
+2 more · this feature uses
- Telephone music and greetingsConfigured by
The selected hold audio plays while a caller is held for consultation.
- Telephone directory and number blockingEnhances
The business directory supplies external transfer destinations.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Voice permissions control which operators can handle telephone transfers.
- Website, channel and subsite accessConfigured by
Operator channel and subsite grants affect eligible telephone transfer destinations.
- DepartmentsConfigured by
Channel routing settings affect the destinations available for telephone transfers.
- Skillsets and skills-based routingEnhances
The transfer picker can find recipients by skill.
- Wind Down for operatorsRelated
Review Wind Down when a colleague is unavailable as a telephone transfer destination.
- Voice queue and call offersEnhances
Calls transferred back to a queue receive a fresh queue wait reference.
- Operator telephone audio setupRequires
Internal recipients need a registered browser voice connection.
- Voice call controlsRequires
Live transfers use conference participant controls.
- Telephone music and greetingsConfigured by
The selected hold audio plays while a caller is held for consultation.
- Telephone directory and number blockingEnhances
The business directory supplies external transfer destinations.
Used by
- Operator availability statusRelated
Eligible voice operators can become available specifically to receive voice transfers.
- Transferring conversationsRelated
Voice calls have separate warm, direct and external transfer procedures.
- Voice call controlsEnhances
Invitations and participant controls support consultation and transfer.
- Voicemail messages and follow-upEnhances
Operators can transfer voicemail work for another operator to handle.
- Telephone directory and number blockingEnhances
Operators can use saved destinations for external telephone transfers.
FAQ and troubleshooting
Why is a colleague unavailable for transfer?
Check their Voice access, browser registration, status and call capacity. Website restrictions may also exclude limited or winding-down operators.
Why is the caller on hold after Talk First?
Holding the caller is part of the private consultation. Complete the transfer or resume the caller with Hold if you continue handling the call.
Why did inviting someone not transfer the conversation?
An invitation joins them as a participant. Use Transfer to hand over ownership after consultation.