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 and User Groups - not on 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.

transfer-tabExpand

First setup - one Warm destination, then prove it

1. A production number already rings this agent

   Get a number. 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 ONWarm (Recommended)NEEDSThe 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 ONAttendedNEEDSPuts 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 ONBlindNEEDSThe 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 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.

   

   transfer-addExpand

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 - what you build on Telephony vs what this tab lists.→User Groups - a named team this prompt can say.→Get a number - a production DID has to ring first.→