Call transfer tool

Transfer a live call to a valid phone or SIP destination when the conversation requires a human or another service.

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Prerequisites

• A telephony configuration that supports transfer.
• A destination approved by your organization’s calling policy.

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Configure a transfer

1. Create a Transfer Call tool.
2. Choose phone-number mode or SIP-endpoint mode.
3. Enter an E.164 number such as +1234567890, or a synthetic SIP value such as SIP/extension@example.com.
4. Choose no pre-transfer message, custom text, or pre-recorded audio.
5. Set the timeout and attach the tool to the node that can request the transfer.

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Constraints and failure states

Phone destinations must use E.164 format. SIP destinations must use a supported SIP/ or PJSIP/ form. Transfer timeout is clamped between 5 and 120 seconds and defaults to 30 seconds. Provider capability and destination reachability still determine whether the transfer succeeds.

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Protect your data

Do not put private numbers or extension lists in public prompts. Confirm that a transfer destination is authorized before allowing an agent to select it.

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Related

• Inbound telephony
• End Call tool
• Pre-recorded audio