How do I transfer a live call to another agent in MyOperator?

How do I transfer a live call to another agent in MyOperator?

⚡Quick answer -

While on a call, press ✱2 + agent extension on your phone, or click Transfer in the Live Call widget, pick the target agent, and hit Go. The caller hears brief hold music and then connects to the chosen agent; Call Logs will show “transfer_agent” with a timestamp.

When should I use this guide?

Use these steps whenever you need to move a caller to the right teammate (e.g., from Support to Billing) without asking the caller to hang up and redial.

1 — When to use call transfer

• Move a caller to the correct expert without repeating IVR steps.

• Warm-consult a teammate before handing the call over.

2. Can I transfer a live call to a department instead of a single agent?

Yes. While on a call, you can:

  • Web: click Transfer → Department → choose the queue → Confirm, or
  • Mobile: dial *2 <department-extension>.

The caller is placed in that department’s queue and rings the next available agent; recordings and logs remain intact.

3 — Prerequisites

Requirement

Where to check

Transfer permission

Dashboard → Users → Role

Target agent Available

Users → Status

Extension known

Manage → Users

Method 1 — Mobile dial pad

  1. While on the call, dial ✱2.
  2. Wait for “Transfer” prompt.
  3. Enter the agent’s extension (e.g., 221).
  4. (Optional) Speak to the agent (warm consult).
  5. Hang up to complete. Example codes

Method 2 — Web dashboard (Live Call widget)

  1. Open Dashboard → Call Logs → Live Call.

image.png

Alt text: MyOperator dashboard

image.png

Alt text: Opening Live Calls

  1. Click Transfer.
  2. Search or select the target agent/department.
  3. Click Go. The caller is placed on hold briefly and then connected. 

image.png

Alt text: Click GO

4 — Confirm it worked

✓ Caller hears hold music, then Agent B.

✓ Call Logs show Transferred to Agent B (221).

✓ Agent A's leg ends; Agent B's leg stays active.

5 — Edge cases & limitations

• If Agent B is Busy, the transfer fails and the caller returns to Agent A (or the queue).

• Extensions change if you re-provision users.

• Blind transfers (no consult) depend on your plan’s feature toggle.

6 - Can I transfer an outgoing call to another user via extension transfer or the live-call widget?

No. Call transfers through extensions or the live-call widget work only for incoming IVR calls; outgoing calls cannot be transferred to another user at this time.

7 — Troubleshooting matrix

Symptom

Likely cause

Fix

No prompt after ✱2

DTMF not sent

Enable DTMF tones; check carrier

“Agent unavailable”

Target Busy/DND

Pick another agent

Transfer greyed out

Role lacks permission

Ask Admin to enable “Live Call Control”

Caller drops

Network issue

Retry or transfer to department (queue)

Keywords - MyOperator call transfer, ✱2 extension, warm consult transfer, blind transfer, live call widget