How can I transfer Live calls/IVR calls through MyOperator Web Panel?

How can I transfer Live calls/IVR calls through MyOperator Web Panel?

Applies to: Agents, Supervisors, Admins (Web Panel)
Also called: call transfer, call forwarding, warm transfer, blind transfer, consult transfer

When and why to use this

Transfer a live call (including calls that reached you via IVR) to the right teammate or an external number—without dropping the caller. Use warm (consult) transfer to brief the next agent first, or blind transfer to move the call instantly.

Prerequisites

  • You’re signed in to the MyOperator Web Panel and currently on an active call.
  • Your role has permission to transfer calls (ask an Admin if you don’t see the Transfer option).
  • The destination user/number is reachable (status: Available or a ringing-capable destination).
  • External-number transfers may require Admin enablement or credits depending on plan.

Steps (Web Panel)

  1. Locate the Live Call widget.
    When a call is in progress, a Live Call widget appears at the bottom-left of the dashboard. If you don’t see it, refresh the page or confirm you’re connected to the call.
  2. Click Transfer.
    In the widget, select Transfer.
  3. Choose the destination.
    • User (internal): Pick a teammate from the list (search by name, team, or extension).
    • External number (optional): Enter the full phone number if allowed by your plan/policy.
    • Department/Queue (optional): Choose a queue if your account exposes queues here.
  4. (Optional) Pick the transfer type.
    • Warm (Consult) transfer: Click Consult to speak with the destination first; when ready, click Complete transfer.
    • Blind transfer: Click Transfer now to move the caller immediately.
  5. Confirm.
    Review the destination and confirm. The caller is placed on hold (or hears hold music/announcement per your settings) until the transfer completes.

Result — how you know it worked

  • You’ll see a success toast/banner (e.g., Transferred to Priya Sharma).
  • The call timeline shows a Transfer event.
  • The destination phone rings, or the call appears in their Live Call widget.

Examples

  • Sales handoff (warm): You consult Rahul (Sales) to brief context, then click Complete transfer.
  • After-hours (blind): You transfer to the On-call queue without consultation.

Edge cases & behavior

  • Unavailable/busy destination: If the user doesn’t answer, the transfer may fail or follow your account’s no-answer rule (e.g., ring next agent, return to you).
  • Recording & compliance: If call recording is enabled, recording typically continues across the transfer. Announcements depend on your compliance settings.
  • Analytics ownership: Post-transfer, attribution (agent, queue) updates in reports based on your routing policy.
  • Cancel a warm transfer: Before you complete it, click Cancel to return to the caller.
  • Limits: Transfers are usually limited to users in your account; external transfers depend on plan/policy.

Troubleshooting

Symptom

Likely cause

Fix

No Transfer button

You’re not on an active call, or your role lacks permission

Join/accept the call first; ask an Admin to enable transfer permission

Destination not listed

User not added or not assigned to a team/number

Ask an Admin to Add user and ensure they’re assigned/activated

Transfer fails / times out

Destination busy, unreachable, or number format issue

Try another user/queue; verify number with country code; check availability

Caller hears silence

Hold music/announcement not configured

Enable hold music/announcements in call flow settings

External number option missing

Plan/policy does not allow external transfers

Contact Admin or Support to enable/upgrade

Accessibility & media

Insert 2–3 annotated screenshots:

  1. Live Call widget with Transfer button — Alt: "Live Call widget at bottom-left showing Transfer button" — Caption: "Click Transfer from the Live Call widget."
  2. Destination picker — Alt: "Modal with search and list of users for transfer" — Caption: "Search and select a user, queue, or enter an external number."
  3. Warm transfer in progress — Alt: "Consult state with Complete transfer and Cancel buttons" — Caption: "Consult, then Complete transfer or Cancel."

FAQ

Can I transfer a call that came through the IVR?
Yes. Once you’re connected to the caller, you can transfer the live call. (Some accounts also allow queue-to-user transfers, depending on configuration.)

What’s the difference between warm and blind transfer?
Warm (consult) lets you speak to the destination first; blind moves the caller immediately with no consult.

Can I transfer to an external phone number?
If your plan/policy allows it. Admins may need to enable it and ensure sufficient credits.

What if the destination doesn’t answer?
The transfer may fail or follow your no-answer rule (e.g., ring next agent, return to you). You’ll see a status message.

Who appears as the handling agent after transfer?
Reports attribute the call to the destination user/queue after the transfer, per your routing policy.