# Call Transfers

**Telephony - Call Transfers** is the company list of **named** transfers with a **Dial digit** - for IVR menus and agent-flow connections. Types include **AI Agent**, **User Extension (SIP)**, and **External Phone**.

This is **not** the list on **Call handling - Transfer**. That tab picks **User**, **User group**, **AI agent**, and **External number** from seats, groups, and **My Agents**. Saving **New Call Transfer** here does not add a row there.

  <ShotPlaceholder
    src="/assets/telephony/call-transfers.png"
    name="tel-call-transfers"
    alt="Telephony Call Transfers list"
    capture="Telephony Call Transfers."
  />

List columns: **Name**, **Type**, **Destination**, **Dial**, **Availability**, **Agent Capabilities**, **Actions**. Button: **+ New transfer**. Destinations in screenshots may be redacted.

## Why this tab exists

An IVR needs a digit (1 = Billing, 2 = Sales). A SIP user extension needs a company [SIP domain](https://docs.voicelogica.ai/telephony/call-settings/) and credentials. Those objects live once, company-wide.

If you only need the AI to say "I'll put you through to Maria," skip this page. Use [Active directory](https://docs.voicelogica.ai/telephony/active-directory/) + [Transfer](https://docs.voicelogica.ai/telephony/transfer/).

## What you configure here

**+ New transfer** opens **New Call Transfer**:

- **Name** (required) — What the menu / prompt can say (e.g. Sales team).
- **Dial digit** (required) — The number callers press in an IVR menu to reach this destination.
- **Transfer to** (required) — **AI Agent**, a SIP user extension, or an external phone number.

When **Transfer to** is **AI Agent**, pick the **AI agent** that answers. **Agent capabilities** include **Can start transcription**, **Can start recording**, and related toggles. Availability can be always (24/7) or scheduled hours.

  <ShotPlaceholder
    src="/assets/telephony/call-transfers-form.png"
    name="call-transfers-form"
    alt="New Call Transfer drawer"
    capture="New Call Transfer form."
  />

Footer action is **Create transfer** (cancel without saving while exploring).

## On the agent

| Agent place | What this tab supplied |
|-------------|------------------------|
| IVR / agent flow | Rows with a dial digit. |
| **Call handling - Transfer** | **Does not** list these rows. |
| Channels - Telephony | Not this list. |

## First setup - only when an IVR needs a digit

1. Confirm you actually need a dial digit. If not, stop - use Transfer instead.
2. **+ New transfer** - name, **Dial digit**, **Transfer to**, then **Create transfer**.
3. User extension: wait until [Call settings](https://docs.voicelogica.ai/telephony/call-settings/) shows a SIP domain, then set SIP username / password.
4. Wire the digit in the IVR / flow. Dial the production DID and press that digit. Open **Calls**.

## Troubleshooting

**I created a Call Transfer and Transfer still has no destinations**

Expected. Call Transfers do not fill the agent Transfer list. Add a User / User group / AI agent on Transfer, or allow any company destination after those objects exist.

## Next Steps

[Transfer](https://docs.voicelogica.ai/telephony/transfer/) - conversational handoff.  
[Call settings](https://docs.voicelogica.ai/telephony/call-settings/) - SIP domain for user extensions.  
[Destinations](https://docs.voicelogica.ai/telephony/destinations/) - map of company vs agent lists.