Applies to: Agents already on an active call (the caller came via your IVR and is now connected to you).
What you’ll do: Use a DTMF star code to transfer the call to another extension/user.
Time needed: <1 minute.

Prerequisites

• You know the extension of the target user/department (e.g., 101, 2103).
• The target extension is active and mapped to the correct user/department in your MyOperator panel.
• Your phone can send DTMF tones during the call (open the in-call dialpad).
• Your plan/account supports DTMF keypad transfer (check with your admin/AM if unsure).

Terminology
DTMF: The keypad tones you send while on a call.
Blind transfer: You send the call to the target without speaking to them first.
(This article covers blind transfer using *2.)

Step-by-step: Blind transfer with *2 + extension

1. While on the live call, tap the in-call dialpad on your phone.
2. Dial: *2 + <extension> (no spaces).
• Example: To send to extension 101, dial *2101.
3. Wait for a brief confirmation tone/beep (if enabled), then your call leg ends.

What should happen (caller & agent experience)

• Agent (you): Your leg disconnects after the transfer command is accepted.
• Target user: Their phone/app rings as a new incoming call from the IVR/business number.
• Caller: Hears brief hold/ringback tone until the target answers (or the target’s no-answer rule triggers).

The no-answer/ busy behavior (e.g., overflow to queue/voicemail) follows your department/user fallback settings.

Troubleshooting & edge cases

• Nothing happens after *2…
• Ensure you entered the code during the call, from the in-call dialpad.
• Confirm the extension exists & is active.
• Some phones/networks delay or suppress tones—try toggling speakerphone or briefly disabling Wi-Fi calling, then retry.
• Wrong/unknown extension
• The call may fail or route to default handling. Verify in MyOperator → Users/Departments.
• Target is busy or doesn’t answer
• Outcome depends on your fallback (overflow queue/voicemail/next agent). Review department ring strategy and timeouts.
• Need to cancel before sending?
• Do not press the device “Call” button; just clear the digits. If you already sent them, the transfer will proceed as blind.
• Repeated transfers by mistake
• Keep the keypad closed after transfer to avoid sending extra digits.