⚡Quick answer -
No. Callers who dial your Interactive Voice Response (IVR) menu cannot transfer calls. The call-transfer feature is reserved for authorised agents within your organisation.
When should I use this guide?
Share this article whenever a colleague—or even a caller—asks whether they can “press a button” to move their own call. It also clarifies the exact ways agents can transfer once they’ve answered.
1. Who can transfer calls?
User type | Call-transfer access | Actions possible |
Customer (in IVR) | ❌ Not allowed | Navigate the IVR menu, reach agents/departments |
Agent | ✅ Allowed | Attended, Blind, External* |
*External transfer is available only if that option is enabled for your account.
2. How agents transfer calls
• Attended transfer – The agent speaks to the receiving agent before completing the transfer.
• Blind transfer – The call is passed directly without introduction.
• External transfer – The call is forwarded to a number outside your organisation (if enabled).
3. How to transfer a live call (Web Panel)
- In the Active Call widget, select Transfer.
- Choose User or Department.
- Pick Warm or Blind transfer.
- (Warm only) Speak to the receiving agent; confirm they can take the call.
- Click Complete Transfer.
- Optional: add a short call note.
Expected result: The caller is connected to the selected destination. Your call view shows “Transferred to ” and the call log reflects the transfer.
4. Why customers cannot transfer calls
• Security – Prevents unauthorised call routing.
• Control – Keeps call flow structured and professional.
• Experience – Ensures callers reach the correct team without extra steps.
5. Best practices to reduce transfer requests
• Train agents to quickly transfer calls when customers reach the wrong department.
• Keep your IVR menu concise (e.g., Sales, Support, Billing).
• Use a multi-level IVR if customers often need redirection, reducing manual transfers.
6. Limitations & notes
- External numbers: Transfers to numbers outside your organisation depend on plan/permissions and may incur charges.
- Permissions: Admins can restrict who can transfer or where calls can be transferred.
- Hold music & timeouts: During warm transfer, the caller hears hold music; if the receiving agent does not answer, you can cancel and return to the caller.
- Queues & SLAs: Transferring into a busy queue may extend wait time; share context via call notes.
- Compliance: Do not transfer calls that require the original agent to stay on the line (e.g., certain consent flows).
7. Troubleshooting
- “Transfer option is greyed out”: Check your role/plan and that the call is active (not ringing/ended).
- Caller dropped after transfer: Verify the destination is reachable; try a warm transfer to confirm availability.
- Destination not listed: Ask an admin to add the user/department or enable external transfer.
- Can’t see call logs: You may lack reporting permissions; contact your admin.
Need help? Contact Support via in‑app chat or your standard support channel.
Keywords: IVR, call transfer, attended transfer, blind transfer, external transfer, caller permissions
Related Articles
What’s the difference between conference calling and call transferring?
⚡Quick answer - Conference calling connects three or more people on the same live call. Everyone stays on the call together. Call transferring moves an ongoing call from one user to another user or department. After the transfer completes and you ...
Call Barging & Whispering
The Call barging & Whispering feature is to empower admins, managers, and authorized call agents to monitor live calls in real time. This allows for immediate coaching, guidance, and quality assurance. Watch this video guide: Call Barging & Whisper ...
Why does MyOperator sometimes show longer call durations than the customer’s phone, or keep the Live Call Widget running after hang-up?
⚡ Quick answer - MyOperator meters every platform-handled second—from carrier connect through IVR, queue, talk time, transfers, and the 2-10 s post-call wrap when recordings upload. • Call Logs = final, billable record. • Live Call Widget = ...
Why does MyOperator bill call minutes from the IVR greeting instead of when an agent answers?
⚡Short answer - MyOperator follows standard cloud-telephony billing: billable time starts when our system picks up the call (IVR/voiceover begins) and runs continuously until the call ends, not just from when an agent answers. This covers the full ...
How do I build a single IVR call flow that supports multiple languages?
⚡Quick answer - Yes. You can use one call flow and add a Language node under your IVR Menu. Each DTMF key (1, 2, 3…) plays prompts in a different language, but all languages share the same underlying IVR logic, routing and reports. WHEN SHOULD I USE ...