Transfer

The agent passes a caller to a person, a team, another AI agent or an outside number while the call is live. All of it is set inside the agent: open the agent, then Call handling - Transfer. The agent decides when to transfer during the conversation, following your Routing Instructions.

Your plan must include call transfer. If it does not, the tab shows Transfer destinations need a plan upgrade.

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Where a call can go

Destination	What it is	What happens
User	A person in Active directory with a seat	Their devices ring. The first one answered gets the caller.
User group	A team from User Groups	Members ring in order until one answers.
AI agent	Another agent in the same company	The other agent takes over the same call. No ringing, no new call.
External number	Any phone number	A new outgoing call to that number, then the caller is connected.

Let your users take transferred calls

A person can only receive a transfer on a device that is connected. Do this once per person:

1. Add the person and give them a seat

   Telephony - Active directory. See Users, seats and devices.

2. Connect at least one device

   Device	Rings when
   Windows app	The person is signed in to the app.
   SIP phone or softphone	The person has a SIP seat and the phone is registered (shown under Online devices).
   Personal mobile	Also ring personal mobile is on in their seat, they have a mobile seat and a mobile number on their profile. The call reaches them as a normal phone call.

   All connected devices ring at the same time. The first one answered gets the caller and the others stop.

3. Keep their status available

   The agent sees each person’s status live. If they are offline, away or on Do Not Disturb, the agent does not try to transfer to them and takes a message instead. A user group is offered only while at least one member is online.

4. Add them as a destination on the agent

   On Available Transfer Destinations, add the User or their User group, or turn on Allow the AI to transfer to any enabled destination in this company.

If your calls come in through your own PBX and the person is not registered with Voice Logica, the agent hands the call back to your PBX and the PBX rings their extension. See Connect your PBX.

First setup

1. A real number already rings this agent

   Get a number. Try this agent in the browser cannot transfer: transfer works only on phone calls.

2. Turn Enable call transfer on

   Off: the agent cannot transfer. Your settings stay saved.

3. Choose the transfer behavior: Warm, Attended or Blind. See How the handoff works.

4. Write the Routing Instructions

   Say who handles what, in the language of your calls. For example: Billing questions go to the Accounts group. Ask for Maria by name only if the caller asks for her.

5. Add the destinations

   Allow the AI to transfer to any enabled destination in this company

   Every enabled user and user group in the company, plus anything you add below.

   Specific destinations

   Only the list below. + Add destination - User, User group, AI agent or External number.

   

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6. Test it on a real call

   Call the number and ask for that person. Then open the call on Calls: the transfer result and reason are on the row.

How the handoff works

The behavior you choose on the tab applies to external numbers. You can change it for one destination on that row (Inherit, Attended or Blind).

Be sure a person answers

TURN ONWarm (Recommended)NEEDSThe caller hears hold music. Voice Logica calls the number and connects the caller only when someone answers. If nobody answers, the agent comes back to the caller.

Hand the call to your phone system to join

TURN ONAttendedNEEDSSame as Warm until the person answers. Then your carrier or PBX joins the two calls directly and Voice Logica steps out.

Send the call straight on

TURN ONBlindNEEDSThe agent tells the caller it is connecting them and hands the call to your carrier or PBX at once. Nobody checks that a person answers: it can end in voicemail, a queue or a busy line, and the agent is no longer on the call to help.

For the other destinations the behavior is fixed:

Destination	Behavior
User / User group	Always waits for a person to answer, whatever you choose. The caller hears hold music while the devices ring.
AI agent	The new agent continues the same call.
External number	Warm, Attended or Blind as chosen.

Options for Warm and Attended:

Ring timeout

How long to ring before the transfer counts as unanswered.

Announce Transfer Reason to Recipient

External numbers only. When the person answers, a voice tells them who is calling and why, and asks them to accept. The caller is connected only if they say yes. They have 60 seconds to answer.

Show Caller ID to Transfer Recipient

On: the person sees the caller’s number. Off: they see your company number.

Hold sound while waiting

The music the caller hears while the transfer rings.

Analyze Transferred Call

External numbers only: the conversation after the transfer is transcribed and analysed too. Uses analysis minutes. A transfer to a user uses that user’s own call settings instead.

When the agent will not transfer

• Enable call transfer is off, or your plan has no call transfer.
• The call is a browser test or a chat, not a phone call.
• Block Transfer When Company Is Closed is on and you are outside office hours.
• Allow transfer to external numbers is off and the destination is a phone number.
• The person or every member of the group is offline, away or on Do Not Disturb.
• The number is international (outside Greece and Cyprus) and the call came in on a Voice Logica number, or your trunk blocks international calls. High-cost numbers are always blocked.
• No outbound route or trunk can dial that number.

In all these cases the agent tells the caller and offers to take a message.

How a transfer can fail

With Warm and Attended, the agent comes back on the line, tells the caller it could not connect them and offers to take a message. With Blind there is no way back: once the call has left, the agent cannot help the caller.

What you see on Calls	Cause	Fix
insufficient_balance_in_voip_provider, or sip_503 on a Voice Logica (Yuboto) number	The number has no VoIP credit, so the carrier refused the outgoing call with 503. You also get the email Φόρτιση αριθμού Yuboto.	Top up the number’s credit. Transfers to users who answer on the Windows app or a SIP phone, and to AI agents, do not need credit.
transfer_request_false (Blind)	The carrier refused to forward the call. On a Voice Logica number this usually means no credit, and the call is ended.	Top up, or use Warm.
no_answer, No answer after ringing timeout	Nobody picked up within the ring timeout.	Longer ring timeout, a group instead of one person, or check that their device is online.
busy, declined	The person was busy or pressed Decline.	-
transfer_rejected	The person said no to the announcement.	-
Transfer confirmation timed out	The person answered but did not accept within 60 seconds.	-
not_found, invalid_number	The number does not exist or is written wrong.	Write it in full international format, e.g. +302101234567.
unavailable, sip_<code>	The destination’s network did not take the call.	Try the number from a normal phone. Check your trunk with your carrier.
destination_hungup_before_mix	The person hung up before being connected.	-
no licensed/online channel	The user has no connected device or no seat.	See Let your users take transferred calls.
Failed to initiate trunk transfer	No trunk was free to place the outgoing call (no outbound trunk, or all channels busy).	Check Routing - Outbound and your trunk’s channel limit.

Troubleshooting

Start on Calls. Open the call: the transfer status, the reason and the SIP log are there.

insufficient_balance_in_voip_provider or 503

A transfer to a phone number is an outgoing call. On a Voice Logica number it is paid from that number’s VoIP credit. When the credit is empty the carrier answers 503 and the transfer fails. Top up. On your own carrier, check your balance with them.

The user's phone or app does not ring

Check in Active directory that the person has a seat and appears under Online devices. Check they are not on Do Not Disturb or away. A SIP phone must be registered; the Windows app must be signed in.

The caller lands in voicemail

That is what Blind does. Switch that destination to Warm so the caller is connected only when a person answers.

The agent picks the wrong destination

Make each line of the Routing Instructions specific, and use Specific destinations instead of allowing every destination.

I cannot pick AI agent

You need a second agent in the company. Create one, or upgrade if your plan is at its agent limit.

Required mentions transfer

Open the named item: empty Routing Instructions, empty specific list, an incomplete destination row, Handle Silence set to forward while transfer is off, or the prompt talks about transferring while transfer is off.

Next Steps

Users, seats and devices - give people a device to take calls on.→User Groups - a team the agent can transfer to.→Routing - outbound routes for transfers to phone numbers.→