# Transfer a Call

As a queue manager, you can redirect any active call shown on the Queue Panel to a different agent or send it straight to an extension's voicemail. This page walks through both options.

:::note
An **extension** is a user's internal phone line inside your phone system (for example, extension 1001). Every agent has one, and you transfer calls by pointing them at the right extension number.
:::

## Before you begin

Sending members' active calls elsewhere requires the **Call distribution management (Redirect, Transfer, Drag and Drop operation)** permission. Ask your system administrator to grant it if you don't already have it.

:::caution
Without this permission, the drag-and-drop and **Transfer** actions described below either will not appear or will not work. Confirm you have it before you rely on this during a live shift.
:::

## Transfer a call to an agent

Use this when a caller should speak to a specific agent (for example, the right skill set or a person who already knows the account).

1. In the Cloud Voice App (Web or Desktop), open **Call Center Console > Queue Panel**.
2. On the **Active Calls** panel, move your pointer over the call you want to move.
3. Hand the call off to an extension in either of these ways:

   **Drag and drop**

   Drag the call onto the extension you want in the **Agents** panel. That agent's phone rings as an incoming call.

   ![Dragging an active call from the queue onto an agent to hand it off](/images/pbx/queue-panel-transfer-a-call-drag.png)

   **Right-click menu**

   Right-click the call, choose **Transfer**, and pick who should receive it. In the window that opens, type the target extension number and click the transfer icon ![transfer icon](/images/pbx/tranfer-redirect.png). The call is routed to that extension and rings as an incoming call.

   :::tip
   You can also select the extension directly from the matching results to complete the transfer.
   :::

   ![Entering a target extension in the transfer window](/images/pbx/op-transfer-a-call.png)

:::caution
This is a direct (unattended) transfer: the call is handed over immediately, so you do not get a chance to speak to the receiving agent first. Once transferred, the call leaves your **Active Calls** list and you cannot pull it back. Check that the target agent is available before you send the call.
:::

## Transfer a call to an extension's voicemail

Use this when the right person is unavailable and the caller wants to leave a message rather than keep waiting.

1. In the Cloud Voice App (Web or Desktop), open **Call Center Console > Queue Panel**.
2. On the **Active Calls** panel, move your pointer over the call you want to move.
3. Right-click the call and choose **Transfer**.
4. In the window that opens, type an extension number to look up the user.
5. In the matching results, click the voicemail icon ![voicemail icon](/images/pbx/Voicemails-2.png) next to that user.

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

   ![Sending an active call to an extension's voicemail from the search results](/images/pbx/op-transfer-a-call-to-voicemail.png)

:::caution
Sending a call to voicemail ends the live conversation: the caller is dropped into the recording and is no longer connected to a person. Use this only when the caller agrees to leave a message or no agent is available.
:::