# Transfer

The agent can hand a caller to a person, a group, another agent, or a number. Configure that **per agent** on **Call handling - Transfer**. The people and groups you pick are built on [Active directory](https://docs.voicelogica.ai/telephony/active-directory/) and [User Groups](https://docs.voicelogica.ai/telephony/user-groups/) - not on [Call Transfers](https://docs.voicelogica.ai/telephony/call-transfers/) (that tab is IVR / dial digits).

All plans include transfer. A transfer to an **external number** is still an **outbound call** - it needs VoIP credits. A transfer to another Voice Logica agent does not.

Leave this tab off until a production number already rings this agent. Otherwise you debug a handoff on a line that never answered.

The page intro: *Hand calls off to a human when needed. Set up who calls go to, when, and how. The agent picks the right destination based on what the caller says.*

  <ShotPlaceholder
    src="/assets/telephony/transfer.png"
    name="transfer-tab"
    alt="Call handling Transfer Enable and Warm Attended Blind"
    capture="Agent Call handling Transfer."
  />

## First setup - one Warm destination, then prove it

1. **A production number already rings this agent**

   [Get a number](https://docs.voicelogica.ai/telephony/). **Try this agent** is not enough.

2. **Turn Enable call transfer On**

   *The agent can hand calls off to the destinations and rules below.* Off: the agent cannot transfer. Settings stay saved and reactivate when you turn it back on.

   If **Handle Silence** is set to forward and this toggle is off, **Required** will block you.

3. **Choose transfer behavior**

- **A human should actually be there** — turn on **Warm (Recommended)** (needs The agent waits for the recipient to pick up before connecting the caller. Confirms a human is on the line.)
- **A PBX extension (OxO / Grandstream)** — turn on **Attended** (needs Puts the caller on hold, talks to the person first, then connects them. Uses your phone system's hold music.)
- **A queue, IVR, voicemail, or another AI** — turn on **Blind** (needs The call is forwarded immediately, without checking availability. Faster, but may reach voicemail.)

4. **Routing Instructions**

   When AI-managed routing is on, the AI follows **When and where to transfer**. When off, it can only use the destinations listed below - and if none are set, transfers are unavailable and the agent takes a message.

   Write a short prompt in the language of your calls. An empty prompt with routing on is a **Required** warning.

5. **Available Transfer Destinations**

- **Allow the AI to transfer to any enabled destination in this company** — Includes seated **Users**, enabled **User groups**, and other **AI agents**. Does **not** pull in [Call Transfers](https://docs.voicelogica.ai/telephony/call-transfers/) rows.
- **Specific destinations** — Restrict transfers to the list below. **+ Add destination** - **User**, **User group**, **AI agent**, or **External number**.

   Transferring to another agent needs a second agent in the workspace - create one first. External numbers are plan-gated / credit-gated.

     <ShotPlaceholder
       src="/assets/telephony/transfer-add.png"
       name="transfer-add"
       alt="Specific destinations Add destination type picker"
       capture="Transfer Specific destinations Add destination."
     />

6. **Try a transfer**

   Ask to be passed to that person. If it dies, open **Calls** before you debug SIP. The disconnection reason on that row beats guesswork.

## How the handoff works

You can override the mode on a single destination when that control is shown (**Inherit**, attended, or Blind).

Advanced options (when present): ring timeout for Warm / Attended, show caller ID, announce caller, hold sound, and **Analyze Transferred Call** on Warm only. Blind never analyzes.

## What "broken" looks like

- Transfer is on, the personality prompt mentions transferring, and **Required** is red - empty routing prompt, or specific destinations on with no rows.
- **Handle Silence** forwards while Transfer is off.
- Blind lands in voicemail - that is Blind doing its job.
- Warm never connects - credits, number format, or the outbound leg failed.

## Troubleshooting

Start on **Calls**. The disconnection reason and the SIP / call logs on that row beat guesswork.

**insufficient_balance_in_voip_provider**

A transfer to a phone number is outbound. Top up credits or your own carrier. Transfers to another Voice Logica agent do not use VoIP credits.

**The caller lands in voicemail**

That is Blind doing its job. Switch that destination to **Warm**, or send Blind only at a queue that answers.

**The agent picks the wrong destination**

The routing prompt overlaps, or **allow any destination** includes leftovers. Restrict the list and make each reason to connect specific.

**I cannot pick AI agent**

There is no other agent on the plan. Upgrade, or transfer to a user / number. The UI notes: transferring to another agent needs a second agent in your workspace.

**Required mentions transfer**

Open the named item: empty routing prompt, empty specific list, incomplete destination row, Handle Silence set to forward, or the personality prompt talks about transfer while the toggle is off.

## Next Steps

[Destinations](https://docs.voicelogica.ai/telephony/destinations/) - what you build on Telephony vs what this tab lists.  
[User Groups](https://docs.voicelogica.ai/telephony/user-groups/) - a named team this prompt can say.  
[Get a number](https://docs.voicelogica.ai/telephony/) - a production DID has to ring first.