# Redirect a Call

When a queued call rings for a while without being picked up, you can send it somewhere it will be answered sooner. From the queue panel you can redirect a ringing call to a different extension, to a ring group, to another queue, or straight to an extension's voicemail. The steps below cover a call that is still in the **Ringing** state.

:::note
Redirecting queue calls requires the **Call distribution management (Redirect, Transfer, Drag and Drop operation)** permission. If the option is missing, ask your system administrator to grant it.
:::

## Redirect a call to an extension

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 whose status is **Ringing**.
3. Send the call to an agent using either method below:

   - **Drag and drop.** Grab the call and drop it onto the agent you want in the **Agent** panel. That agent's phone rings.

     ![A ringing queue call being dragged onto an agent tile to hand off the call](/images/pbx/queue-panel-redirect-a-call-drag.png)

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

     :::tip
     You can also click a matching extension directly in the search results to hand the call off.
     :::

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

## Redirect 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 whose status is **Ringing**.
3. Right-click the call and choose **Redirect**.
4. Type an extension number to look up the user.
5. In the search results, click the voicemail icon ![Voicemail icon](/images/pbx/Voicemail.png) next to the user.

   The call goes to that extension's voicemail, where the caller can leave a message.

   :::tip
   Sending a ringing call to voicemail is a good option when no agent is free. The caller leaves a message instead of waiting in the queue, and the extension user can follow up later.
   :::

   ![Search results with the voicemail option for sending the call to an extension's mailbox](/images/pbx/queue-panel-redirect-to-voicemail.png)

## Redirect 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 whose status is **Ringing**.
3. Right-click the call and choose **Redirect**.
4. Type a ring group number or a queue number, then click the redirect icon ![Redirect icon](/images/pbx/tranfer-redirect.png).

   The system routes the call to that ring group or queue.

   :::note
   A ring group is a set of extensions that ring together, and a queue is a waiting line that hands callers to agents in order. Redirecting here re-enters the call into that group's ring or that queue's wait, so the caller may ring more members or wait again before someone answers.
   :::

   ![Redirect panel with a ring group or queue number entered for the ringing call](/images/pbx/queue-panel-redirect-a-call.png)