Yes. You can transfer an active call to a department (queue) or to a specific agent. Department transfers are best when any available agent in that group can help.

In this article

• When to transfer to a department vs an agent
• Prerequisites
• Transfer to a department (web)
• Transfer to an agent (web)
• Transfer using mobile dial pad (*2 + extension)
• What you and the caller experience
• Troubleshooting
• FAQs

When to transfer to a department vs an agent

• Department (queue): Use for Sales, Support, or any function where the next available agent can assist.
• Specific agent: Use when the caller requested someone or the case needs a particular owner.

Prerequisites

• Your role must allow Call transfer. (Typically Agent, Supervisor, or Admin.)
• The target department must have an extension and at least one available agent.
• For mobile transfers, you must be on an active MyOperator call.

Transfer to a department (web)

1. In the dashboard, open the Live Call widget.
2. Select Transfer.
3. Choose Department and pick the target (e.g., Sales, Support).
4. Click Confirm.

Result: The caller enters the department queue and rings the next available agent per your routing rules.

Transfer to an agent (web)

1. In Live Call, click Transfer.
2. Choose Agent and select the person.
3. Click Confirm.

Result: The system connects the caller to the selected agent.

Transfer using mobile dial pad (*2 + extension)

Use this during an active call on your phone.

1. On your mobile dial pad, press *2.
2. Wait for the “Transfer” prompt.
3. Enter the extension: department (e.g., 301 for Sales) or agent (e.g., 221).
4. You and the target are connected while the caller is on hold.
5. Share brief context.
6. Hang up to complete the transfer. The caller connects to the target.

Find extensions: Dashboard > Manage > Departments (department extensions) and Dashboard > Manage > Users (agent extensions).

Example: *2 301 transfers to Sales. *2 221 transfers to Agent Ananya.

What you and the caller experience

• Department transfer: Caller may hear music or IVR while waiting. The call follows your queue/overflow settings.
• Agent transfer: Caller rings the selected agent directly after the announcement.
• Confirmation: The Live Call widget shows “Transferred to …” and the Call Log records the Transfer event.

Troubleshooting

• No Transfer button: You may lack permissions, or your view lacks the Live Call widget. Contact an Admin.
• Extension fails or times out: Confirm the correct extension and that the department/agent is available.
• Queue never answers: Check business hours, agent availability, and overflow/voicemail rules for that department.
• Call drops after transfer: Ensure the target device is reachable and not on Do Not Disturb. Retry or transfer to a different target.
• Department missing in list: Make sure the department has an assigned extension and is enabled.

FAQs

Can I do a warm (consult) transfer?
Yes—when you connect with the target before completing the transfer, that’s a consult transfer. Hang up to complete it. If this option is not available in your plan, use the direct transfer.

Will recordings and logs stay intact?
Yes. The call timeline shows the Transfer event and the new leg. Recordings follow your account policy.

What if no one is available in the department?
The call follows the department’s routing: next-agent, overflow group, or voicemail, based on your settings.