# Redirect a Call

When a queue call rings for too long without being picked up, you can move it elsewhere so the caller isn't left waiting. From the Queue Panel you can send a still-ringing call to a different extension, to a ring group or queue, or straight to an extension's voicemail. This page covers each option for calls that are in the Ringing state.

:::note
Redirecting queue calls requires the **Call distribution management (Redirect, Transfer, Drag and Drop operation)** permission. Ask your system administrator to grant it if the actions below are unavailable.
:::

:::caution
Redirect only works while the call is still in the **Ringing** state in the **Waiting Calls** list (before any agent has answered). If the redirect option does not appear, the call has most likely already been answered and can no longer be redirected from the Queue Panel.
:::

## Send a call to another extension

1. In the Cloud Voice App (web or desktop), open **Call Center Console > Queue Panel**.
2. In the **Waiting Calls** list, move your pointer over a call that shows the Ringing status.
3. Move the call to an agent using either method below.

**Drag and drop**

Drag the ringing call onto the agent you want in the **Agent** panel and release it. That agent's phone starts ringing.

![Dragging a waiting call onto an agent tile in the queue panel](/images/pbx/queue-panel-redirect-a-call-drag.png)

**Right-click menu**

Right-click the call and choose **Redirect**. In the panel that appears, type the extension number and click the redirect button (![Redirect button](/images/pbx/tranfer-redirect.png)). The chosen agent's phone rings.

:::tip
Instead of clicking the redirect button, you can click the extension directly in the matching results to hand off the call.
:::

![Redirect panel with an extension number entered](/images/pbx/queue-panel-redirect-a-call.png)

## Send a call to an extension's voicemail

1. In the Cloud Voice App (web or desktop), open **Call Center Console > Queue Panel**.
2. In the **Waiting Calls** list, point to a call in the Ringing status.
3. Right-click the call and choose **Redirect**.
4. Type an extension number to look up the user.
5. In the matching results, click the voicemail icon (![Voicemail icon](/images/pbx/Voicemail.png)) for that extension.

The call drops into the extension's voicemail box, where the caller can leave a message.

![Redirect results showing the voicemail option for a matched extension](/images/pbx/queue-panel-redirect-to-voicemail.png)

## Send a call to another ring group or queue

1. In the Cloud Voice App (web or desktop), open **Call Center Console > Queue Panel**.
2. In the **Waiting Calls** list, point to a call in the Ringing status.
3. Right-click the call and choose **Redirect**.
4. Type the ring group number or queue number, then click the redirect button (![Redirect button](/images/pbx/tranfer-redirect.png)).

The system routes the call to the ring group or queue you entered.

![Redirect panel used to route a call to a ring group or queue](/images/pbx/queue-panel-redirect-a-call.png)