How is call forwarding different from call transferring, and how do I set them up in MyOperator?
⚡Quick answer -
• Call Forwarding is an automated rule that routes the call before anyone answers (e.g., IVR or time-based logic).
• Call Transferring is a live agent action—after answering, the agent moves the active call to another extension, queue, or department (blind or warm).
When should I use this guide?
Use this guide if you want to decide whether to forward calls automatically, transfer them live, or combine both for after-hours, overflow, or escalation workflows.
📕Table of Contents
- Definitions
- When to use each feature
- Side-by-side comparison
- Set up call forwarding (dashboard)
- Transfer a live call (dial pad & web)
- Outcomes: caller ID, recording & logs
- Edge cases & limitations
- Troubleshooting
- Related articles
1 — Definitions
• Call Forwarding – System rules that send an incoming call to a number, ring group, or department before anyone answers.
• Call Transferring – An agent, already on the line, moves the live call to another agent or queue; can be blind (instant) or warm (consult)
2 — When to use each
• Use Forwarding for off-hours routing, device changes, overflow, or IVR/time-based logic.
• Use Transferring when the first agent must triage, then hand off to Sales, Billing, or a Supervisor.
Forwarding cannot consider real-time context (e.g., issue complexity)
3 — Side-by-side comparison
Feature | Call Forwarding | Call Transferring |
Who triggers it | System rule | Live agent |
When it happens | Before answer | After answer |
Typical targets | Number, ring group, schedule | Agent, queue, department |
Caller experience | Hears IVR / ringback | Brief hold, hears MOH |
Recording continuity | New recording per leg (policy) | Usually the same recording, may split |
Setup location | Dashboard → Design Call Flow | Live Call widget/dial pad |
4 — Set up call forwarding (dashboard)
- Dashboard → Design Call Flow → Add Routing Rule.
- Select Forward Call.
- Choose destination (number, ring group, or department).
- Set Ring Limit = 1–2 rings (prevents charges on unanswered mobiles).
- (Optional) Add sequential or overflow rules.
- Save and Publish.
5 — Transfer a live call
METHOD 1 – Mobile dial pad
- While connected, dial ✱2.
- Wait for the prompt “Transfer”.
- Dial the target agent extension.
- Brief the agent (warm) or hang up immediately (blind).
METHOD 2 – Web panel
- Open Dashboard → Call Logs → Live Call widget.
Alt text: Open the MyOperator dashboard
Alt text: Go to Call Logs and locate the Live Call widget.
- Click Transfer → search agent/department → Go.
Alt text: The caller is placed on hold briefly and then connected.
6. How does it work?
Alt-text: “Agent A transfers live call to Agent B”
7 — Outcomes: caller ID, recording & logs
• Caller ID is preserved by default; masking rules can alter it post-transfer.
• Recording: may continue as one file or split into legs—check your policy.
• Verification: Reports → Call Logs show Route (forward) or Transfer event.
8 — Edge cases & limitations
• Permissions: only agents with “Live Call Control” can transfer.
• Departments without an extension won’t appear in transfer targets.
• Forwarding rules ignore presence; a powered-off phone still rings out.
• Carrier policies can change CLI after off-net transfers.
9 — Troubleshooting
Issue | Likely cause | Quick fix |
“Transfer” button missing | Role lacks permission | Ask Admin to enable “Live Call Control” |
Forwarding failed after hours | Calendar mismatch | Check business hours & holiday schedule |
One-way audio post-transfer | NAT/firewall issues | Re-invite or switch network |
Caller ID changed | Masking policy active | Review CLI settings |
Escalate unresolved cases via Dashboard → Help → Live Chat with Call ID & timestamp.
9 — Related Articles
• How do I blind-transfer versus warm-transfer a call in MyOperator?
• Can I set time-based forwarding with overflow to voicemail?
• Why does caller ID sometimes change after an attended transfer?
Keywords - call forwarding vs call transferring, MyOperator transfer call, blind transfer, warm transfer, IVR forwarding
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