# Redirect an Incoming Call

When a call keeps ringing without anyone picking up, you can move it somewhere it will be answered rather than leaving the caller on hold. From the Operator Panel you can redirect a live ringing call to a single extension, a ring group, a queue, a group voicemail box, or an individual extension's voicemail. Each destination is covered below.

## Before you begin

The redirect actions depend on the permissions assigned to your Operator Panel account:

- Redirecting the incoming calls of members in your extension groups requires the **Call distribution management (Redirect, Transfer, Drag and Drop operation)** permission.
- Redirecting an inbound call that has reached an IVR (Interactive Voice Response, the automated "press 1 for sales" menu that answers callers) but not yet landed on a destination requires the **Route calls directly from IVR regardless of the IVR menu** permission.

:::note
Every procedure below starts from the **Inbound & Internal Calls** panel, and the call you want to move must be in the **Ringing** state.
:::

:::caution
Redirecting moves a live caller the moment you release the drag or confirm the redirect, and there is no undo. Drop the call on the correct tile: releasing it over the wrong extension, ring group, or queue sends the real caller there instead.
:::

## Redirect a call to an extension

There are two ways to hand a ringing call to a specific extension user.

**Drag and drop**

1. On the **Inbound & Internal Calls** panel, point to the call that is ringing.
2. Drag the call onto the target extension in the **Extension** list and release it.

That extension immediately starts ringing.

![Dragging a ringing call onto a user in the Extension list](/images/pbx/op-redirect-a-ringing-call.png)

**Right-click menu**

1. On the **Inbound & Internal Calls** panel, point to the ringing call.
2. Right-click it, choose **Redirect**, and pick the party you want to send it to.
3. In the panel that opens, type the extension number and click the redirect button ![Redirect button](/images/pbx/tranfer-redirect.png).

The extension begins ringing.

![Entering an extension number in the redirect panel](/images/pbx/op-redirect-a-call.png)

:::tip
You can also click a user directly from the matching results to redirect the call in one step.
:::

## Redirect a call to a ring group

1. On the **Inbound & Internal Calls** panel, point to the ringing call.
2. Drag the call onto the ring group you want in the **Ring Group** list and release it.

All members of that ring group start receiving the call.

![Dropping a ringing call onto an entry in the Ring Group list](/images/pbx/op-redirect-call-to-ring-group.png)

## Redirect a call to a queue

1. On the **Inbound & Internal Calls** panel, point to the ringing call.
2. Drag the call onto the queue you want in the **Queue** list and release it.

The queue's agents start receiving the call.

![Dropping a ringing call onto an entry in the Queue list](/images/pbx/op-redirect-a-call-to-queue.png)

## Redirect a call to a group voicemail

1. On the **Inbound & Internal Calls** panel, point to the ringing call.
2. Drag the call onto the group voicemail you want in the **Group** list and release it.

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

![Dropping a ringing call onto a group voicemail box in the Group list](/images/pbx/op-redirect-a-call-to-group-voicemail.png)

## Redirect a call to an extension's voicemail

1. On the **Inbound & Internal Calls** panel, point to the ringing call.
2. Right-click the call and choose **Redirect**.
3. In the panel that opens, type an extension number to look up the user.
4. In the matching results, click the voicemail icon ![Voicemail icon](/images/pbx/Voicemails-2.png) to send the call there.

The call is routed to that extension's voicemail so the caller can leave a message.

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