Call transfer

Some calls should end with a person. A transfer number gives your agent somewhere to send the caller — your sales line, your support desk, or whoever handles what the caller is asking about.

You add transfer numbers to an agent, one per department. During a call the agent can then hand the caller over to the right one.

Add a transfer number

1. Open the agent you want to change.
2. Go to its Actions section.
3. Select Create → Add Transfer Number.
4. Fill in the two fields:
   • Phone Number — the number to transfer to. Include the area code, and the country code for numbers outside your own.
   • Department — what this number is for, such as Sales or Support. The agent uses this to decide which number fits the caller's request, so name it the way a caller would describe what they want.
5. Select Add Transfer Number.

The transfer now appears in Actions as a card showing the department and the number. Add another for each department you want to cover.

tip

The department name is what the agent reasons about. Billing and Technical Support route far more reliably than Team 2 and Other.

Remove a transfer number

Each card in Actions has a delete control. Removing a transfer takes that option away from the agent immediately; it does not affect calls already in progress.

What the agent does with it

Once an agent has transfer numbers, it can offer to put the caller through when the conversation calls for it. Mention it in the agent's instructions if you want it offered at a particular point — for example, telling the agent to offer a transfer to Support as soon as a caller reports a fault.

Nothing is transferred without the agent deciding it fits: adding a number makes the option available, it does not force every call through it.

If a number is rejected

Message	What to do
Phone number is required	The field was left empty.
Enter a valid phone number, including area code	The number is not a complete, dialable number. Add the area code, and the country code for an international number.
Department is required	Give the number a department name.
A server error mentioning the phone number format	The number was rejected when saving. Check it dials correctly as written, then try again.

Transferring a call that is already running

Adding transfer numbers is for calls your agent handles on its own. To hand off a call that is happening right now, use the Session Cockpit instead — it can transfer a live caller to another number while you watch. See Live call monitoring.

Next steps

• Agents — the rest of an agent's configuration.
• Live call monitoring — listen in, whisper, take over, or transfer a call in progress.