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Can a customer calling on the IVR transfer a call?

Quick answer

No. Callers who dial your Interactive Voice Response (IVR) menu cannot transfer calls. The call-transfer feature is reserved for authorised agents within your organisation.


When should I use this guide?

Share this article whenever a colleague—or even a caller—asks whether they can “press a button” to move their own call. It also clarifies the exact ways agents can transfer once they’ve answered.



1. Who can transfer calls?

User type

Call-transfer access

Actions possible

Customer (in IVR)

❌ Not allowed

Navigate the IVR menu, reach agents/departments

Agent

✅ Allowed

Attended, Blind, External*


Info

External transfer is available only if that option is enabled for your account.



2. How agents transfer calls

  • Attended transfer – The agent speaks to the receiving agent before completing the transfer.
  • Blind transfer – The call is passed directly without introduction.
  • External transfer – The call is forwarded to a number outside your organisation (if enabled).



3. How to transfer a live call (Web Panel)

  1. In the Active Call widget, select Transfer.
  2. Choose User or Department.
  3. Pick Warm or Blind transfer.
  4. (Warm only) Speak to the receiving agent; confirm they can take the call.
  5. Click Complete Transfer.
  6. Optional: add a short call note.


Expected result: The caller is connected to the selected destination. Your call view shows “Transferred to” and the call log reflects the transfer.



4. Why customers cannot transfer calls

  • Security – Prevents unauthorised call routing.
  • Control – Keeps call flow structured and professional.
  • Experience – Ensures callers reach the correct team without extra steps.



5. Best practices to reduce transfer requests

  • Train agents to quickly transfer calls when customers reach the wrong department.
  • Keep your IVR menu concise (e.g., Sales, Support, Billing).
  • Use a multi-level IVR if customers often need redirection, reducing manual transfers.



6. Limitations & notes

  • External numbers: Transfers to numbers outside your organisation depend on plan/permissions and may incur charges.
  • Permissions: Admins can restrict who can transfer or where calls can be transferred.
  • Hold music & timeouts: During warm transfer, the caller hears hold music; if the receiving agent does not answer, you can cancel and return to the caller.
  • Queues & SLAs: Transferring into a busy queue may extend wait time; share context via call notes.
  • Compliance: Do not transfer calls that require the original agent to stay on the line (e.g., certain consent flows).



7. Troubleshooting

  • “Transfer option is greyed out”: Check your role/plan and that the call is active (not ringing/ended).
  • Caller dropped after transfer: Verify the destination is reachable; try a warm transfer to confirm availability.
  • Destination not listed: Ask an admin to add the user/department or enable external transfer.
  • Can’t see call logs: You may lack reporting permissions; contact your admin.


Need help? Contact Support via in-app chat or your standard support channel.



Keywords: IVR, call transfer, attended transfer, blind transfer, external transfer, caller permissions

Updated on: 27/11/2025