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 you start
  
  
• Steps: Transfer an ongoing call
  
  
• What to expect after transfer
  
  
• Troubleshooting
  
  

Eligibility: When transfer is allowed

Access requirement: You need permission to view Live Calls and use Transfer controls (typically Admin/Manager; some accounts enable for agents).

Before you start

• Where it lives: MyOperator Web Panel → Call Logs; Live Call widget appears at the bottom-left when at least one call is live.
  
  
• Platform: Web only — transfers from the mobile app or API aren’t supported.
  
  

Scope: Internal transfers to users/departments available in your account.

How to transfer an ongoing call

• Log in to your MyOperator Web Panel.

• Navigate to the Call Logs section.

• In the bottom-left corner, open the Live Call Widget.
• Find the ongoing call you want to transfer.

• Click the Transfer icon next to the call.

• In the pop-up, select the user or department you want to transfer the call to.
• Click Go to complete the transfer.

Once transferred, the new agent will receive the call as an internal transfer.

Expected result: The caller is briefly placed on hold, then the selected user/department rings as an internal transfer. In Call Logs, the call shows as Transferred (wording may vary by account).

Notes

• Transfers work only for active calls. Calls in "ringing" or "disconnected" states cannot be transferred.
• Call transfer is not currently supported in the mobile app or via API.

What to expect after transfer

• If the target answers: The call connects to them; the original agent is released.
  
  
• If the target doesn’t answer / is unavailable: The call follows your queue/transfer timeout and fallback (e.g., next available agent or voicemail), based on your admin’s configuration.
  
  
• Audit trail: The transfer action, initiator, and timestamp appear in call details where enabled.
  
  

Troubleshooting

• I don’t see the Live Call widget.
  
  
• No live calls are in progress, or you lack Live Calls access. Refresh the Call Logs page and check with your account admin.
  
  
• Transfer icon is missing or disabled.
  
  
• The call might be ringing (not yet connected) or already ended, or your role doesn’t include Transfer permissions.
  
  
• The person I need isn’t listed.
  
  
• They may be outside the department/queue, set to Away/Disabled, or not provisioned. Ask your admin to check membership and status.
  
  
• The transfer fails or bounces back.
  
  
• The target didn’t answer or hit a timeout. Try another user/department or review fallback rules (queue settings, voicemail).
  
  
• Need help?
  
  
• Share the call ID, time, and recipient you tried with Support via in-app chat.