Articles on: MyOperator

How do I transfer a live call to another agent in MyOperator?

Tip

Quick answer — While on a call, press ✱2 + agent extension on your phone, or click Transfer in the Live Call widget, pick the target agent, and hit Go. The caller hears brief hold music and then connects to the chosen agent; Call Logs will show "transfer_agent" with a timestamp.


When should I use this guide?

Use these steps whenever you need to move a caller to the right teammate (e.g., from Support to Billing) without asking the caller to hang up and redial.



Table of Contents

  1. When to use call transfer
  2. Prerequisites
  3. Method 1 — Mobile dial pad (✱2 + extension)
  4. Method 2 — Web dashboard
  5. Workflow
  6. Confirm it worked
  7. Edge cases & limitations
  8. Troubleshooting matrix
  9. Related Articles
  10. Keywords



1 — When to use call transfer

  • Move a caller to the correct expert without repeating IVR steps.
  • Warm-consult a teammate before handing the call over.



2 — Prerequisites

Requirement

Where to check

Transfer permission

Dashboard → Users → Role

Target agent Available

Users → Status

Extension known

Manage → Users



3 — Method 1 — Mobile dial pad

  1. While on the call, dial ✱2.
  2. Wait for Transfer prompt.
  3. Enter the agent’s extension (e.g., 221).
  4. (Optional) Speak to the agent (warm consult).
  5. Hang up to complete.


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4 — Method 2 — Web dashboard (Live Call widget)

  1. Open Dashboard → Call Logs → Live Call.




  1. Click Transfer.
  2. Search or select the target agent/department.
  3. Click Go. The caller is placed on hold briefly and then connected.




5 — Workflow

  • Agent A is on a live call with the caller.
  • Agent A initiates transfer (✱2 or Transfer) and selects Agent B.
  • Caller hears brief hold music while Agent B is rung.
  • Agent A can optionally consult Agent B, then hangs up to complete.



6 — Confirm it worked

  • ✓ Caller hears hold music, then Agent B.
  • ✓ Call Logs show Transferred to Agent B (221).
  • ✓ Agent A's leg ends; Agent B's leg stays active.



7 — Edge cases & limitations

  • If Agent B is Busy, the transfer fails and the caller returns to Agent A (or the queue).
  • Extensions change if you re-provision users — keep your cheat-sheet current.
  • Blind transfers (no consult) depend on your plan’s feature toggle.


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8 — Troubleshooting matrix

Symptom

Likely cause

Fix

No prompt after ✱2

DTMF not sent

Enable DTMF tones; check carrier

"Agent unavailable"

Target Busy/DND

Pick another agent

Transfer greyed out

Role lacks permission

Ask Admin to enable “Live Call Control”

Caller drops

Network issue

Retry or transfer to department (queue)



  • How do blind vs. attended transfers differ in MyOperator?
  • Can supervisors monitor or barge in during a live transfer?
  • Why does caller ID sometimes change after a warm transfer?



10 — Keywords

MyOperator call transfer, ✱2 extension, warm consult transfer, blind transfer, live call widget

Updated on: 27/11/2025