How can I transfer ongoing calls from the live call widget?
Use the Live Call widget in Call Logs to transfer an active call to another user (internal transfer).
In this article
- Before you start
- Steps: Transfer a live call
- What happens after transfer
- Troubleshooting
Before you start
- Who can do this: Users with permission to control Live Calls/Transfers (typically Admin/Manager; some accounts allow agents).
- Where: MyOperator Web Panel → Call Logs (widget appears bottom-left when at least one call is live).
- Scope: Transfers are internal to users/teams visible in your account. External number transfers may require a different feature (check your plan).
Steps to transfer a live call
- Log in to your MyOperator Web Panel.
- Open the Call Logs section from the left-hand sidebar.
- In the bottom-left corner, locate the Live Call Widget.
- Find the call you want to transfer in the list of ongoing calls.
- Click the Transfer icon next to that call.
- In the pop-up window, choose the user you want to transfer the call to.
- Click Go to confirm the transfer.
The call will be redirected to the selected user immediately. They’ll receive it as an incoming internal transfer.
Expected result: The caller is briefly placed on hold, then the selected user’s device rings as an internal transfer. You’ll see the call move to that user in real time.
What happens after transfer
- If the target user answers: The call connects to them and is logged as a transfer in Call Logs.
- If the target user doesn’t answer / is unavailable: The call follows your queue/transfer timeout and fallback (for example, returns to you, routes to the next available agent, or goes to voicemail) — depending on your admin configuration.
- Audit trail: The transfer action, user, and timestamp appear in the call’s details where enabled.
Troubleshooting
- Transfer icon isn’t visible.
- The call may have ended, or your role lacks Live Calls/Transfer permission. Ask your account admin.
- User not in the list.
- They may be outside the department/queue, Away/Disabled, or lack a device. Confirm their role, status, and group membership.
- Transfer fails or loops back.
- The target user may be unavailable or hit a timeout. Try another user or check fallback rules (queue settings, voicemail).
- Can I do this on mobile or via API?
- Transfers from the Live Call widget are web-only. API/mobile transfer may not be supported in your plan.
- Still stuck?
Share the call ID, time, target user, and a screenshot of the widget with Support via in-app chat.
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