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.
List columns: Name, Type, Destination, Dial, Availability, Agent Capabilities, Actions. Button: + New transfer. Destinations in screenshots may be redacted.
Why this tab exists
Section titled “Why this tab exists”An IVR needs a digit (1 = Billing, 2 = Sales). A SIP user extension needs a company SIP domain 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 + Transfer.
What you configure here
Section titled “What you configure here”+ New transfer opens New Call Transfer:
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.
Footer action is Create transfer (cancel without saving while exploring).
On the agent
Section titled “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
Section titled “First setup - only when an IVR needs a digit”- Confirm you actually need a dial digit. If not, stop - use Transfer instead.
- + New transfer - name, Dial digit, Transfer to, then Create transfer.
- User extension: wait until Call settings shows a SIP domain, then set SIP username / password.
- Wire the digit in the IVR / flow. Dial the production DID and press that digit. Open Calls.
Troubleshooting
Section titled “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.