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.

   

   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 . 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.

   

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 next to that user.

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

   

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.