How can we transfer a call to another agent?

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• Can a call be transferred to a department rather than to another agent?

  Yes. You can transfer an active call to a department (queue) or to a specific agent. Department transfers are best when any available agent in that group can help. In this article When to transfer to a department vs an agent Prerequisites Transfer to ...

• 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 ...

• When I can transfer a call directly from the web panel?

  You can transfer an active call from the Live Call widget in Call Logs to another user or department (internal transfer). Calls that are only ringing or already ended can’t be transferred. In this article Eligibility: When transfer is allowed Before ...

• 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 ...

• 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 ...