# Telephone call transfers

Transfer a telephone caller to another operator or an external number, with an option to talk first.

*Release 3.3 · operator, supervisor, visitor*

**Settings › Voice › General Settings**

## 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

1. Select **Transfer** during the active call.
2. Find the recipient in the appropriate tab.
3. Choose **Direct Transfer** to offer the handover immediately, or **Talk First** to consult.
4. 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

### This feature uses

- **Requires** [Operator telephone audio setup](RTC-004.md): Internal recipients need a registered browser voice connection.
- **Requires** [Voice call controls](RTC-006.md): Live transfers use conference participant controls.
- **Configured in** [Roles and permissions](ADM-008.md): Voice permissions control which operators can handle telephone transfers.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Operator channel and subsite grants affect eligible telephone transfer destinations.
- **Configured in** [Departments](CHAT-006.md): Channel routing settings affect the destinations available for telephone transfers.
- **Configured in** [Telephone music and greetings](RTC-012.md): The selected hold audio plays while a caller is held for consultation.
- **Works better with** [Skillsets and skills-based routing](CHAT-007.md): The transfer picker can find recipients by skill.
- **Works better with** [Voice queue and call offers](RTC-003.md): Calls transferred back to a queue receive a fresh queue wait reference.
- **Works better with** [Telephone directory and number blocking](RTC-016.md): The business directory supplies external transfer destinations.
- **Related** [Wind Down for operators](CON-003.md): Review Wind Down when a colleague is unavailable as a telephone transfer destination.

### Used by

- **Enhances** [Voice call controls](RTC-006.md): Invitations and participant controls support consultation and transfer.
- **Enhances** [Voicemail messages and follow-up](RTC-010.md): Operators can transfer voicemail work for another operator to handle.
- **Enhances** [Telephone directory and number blocking](RTC-016.md): Operators can use saved destinations for external telephone transfers.
- **Related** [Operator availability status](CON-002.md): Eligible voice operators can become available specifically to receive voice transfers.
- **Related** [Transferring conversations](CHAT-010.md): Voice calls have separate warm, direct and external transfer procedures.

## 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.