Can a customer who is calling on the IVR transfer a call?
Short answer: No. Callers navigating the IVR (Interactive Voice Response) cannot transfer a call themselves. Transfers can only be performed by your organization’s agents after they answer the call.
What does the IVR do (and not do)?
The IVR is a self‑service menu that routes incoming calls based on keypad or voice input (e.g., “Press 1 for Sales”).
- It can: collect input and route to the configured department or queue.
- It cannot: give callers control over call-handling features such as transfer, hold, or conference.
What happens if a caller asks to be transferred while in the IVR?
- If the caller presses keys or says “transfer,” the IVR will repeat the menu or route to the configured option.
- It will not transfer the call to a specific user or to an external number.
Terminology
- Transfer: moving an active call from one agent/department to another.
- Warm transfer: you speak to the receiving agent before connecting the caller.
- Blind transfer: you send the caller without speaking to the receiving agent.
Who can transfer a call?
Only logged‑in agents with transfer permission—using the MyOperator Web Panel—can transfer active calls to other teammates or departments.
Prerequisites
- You are signed in to the MyOperator Web Panel in a supported browser.
- Your role/plan allows call transfer.
- You are currently on an active connected call.
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.
Limitations & notes
- External numbers: Transfers to numbers outside your organization 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).
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.
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