Articles on: MyOperator

How is call forwarding different from call transferring, and how do I set them up in MyOperator?

Quick answer


  • Call Forwarding is an automated rule that routes the call before anyone answers (e.g., IVR or time-based logic).
  • Call Transferring is a live agent action—after answering, the agent moves the active call to another extension, queue, or department (blind or warm).


When should I use this guide?


Use this guide if you want to decide whether to forward calls automatically, transfer them live, or combine both for after-hours, overflow, or escalation workflows.



1 — Definitions


  • Call Forwarding – System rules that send an incoming call to a number, ring group, or department before anyone answers.
  • Call Transferring – An agent, already on the line, moves the live call to another agent or queue; can be blind (instant) or warm (consult).



2 — When to use each


  • Use Forwarding for off-hours routing, device changes, overflow, or IVR/time-based logic.
  • Use Transferring when the first agent must triage, then hand off to Sales, Billing, or a Supervisor.


Info

Forwarding cannot consider real-time context (e.g., issue complexity).



3 — Side-by-side comparison


Feature

Call Forwarding

Call Transferring

Who triggers it

System rule

Live agent

When it happens

Before answer

After answer

Typical targets

Number, ring group, schedule

Agent, queue, department

Caller experience

Hears IVR / ringback

Brief hold, hears MOH

Recording continuity

New recording per leg (policy)

Usually the same recording, may split

Setup location

Dashboard → Design Call Flow

Live Call widget/dial pad



4 — Set up call forwarding (dashboard)


  1. Dashboard → Design Call Flow → Add Routing Rule.
  2. Select Forward Call.
  3. Choose destination (number, ring group, or department).
  4. Set Ring Limit = 1–2 rings (prevents charges on unanswered mobiles).
  5. (Optional) Add sequential or overflow rules.
  6. Save and Publish.



5 — Transfer a live call


METHOD 1 – Mobile dial pad


  1. While connected, dial ✱2.
  2. Wait for the prompt “Transfer”.
  3. Dial the target agent extension.
  4. Brief the agent (warm) or hang up immediately (blind).


METHOD 2 – Web panel


  1. Open Dashboard → Call Logs → Live Call widget.



Alt text: Open the MyOperator dashboard



Alt text: Go to Call Logs and locate the Live Call widget.


  1. Click Transfer → search agent/department → Go.



Alt text: The caller is placed on hold briefly and then connected.



6. How does it work?



Alt-text: “Agent A transfers live call to Agent B”



7 — Outcomes: caller ID, recording & logs


  • Caller ID is preserved by default; masking rules can alter it post-transfer.
  • Recording: may continue as one file or split into legs—check your policy.
  • Verification: Reports → Call Logs show Route (forward) or Transfer event.



8 — Edge cases & limitations


  • Permissions: only agents with “Live Call Control” can transfer.
  • Departments without an extension won’t appear in transfer targets.
  • Forwarding rules ignore presence; a powered-off phone still rings out.
  • Carrier policies can change CLI after off-net transfers.



9 — Troubleshooting


Issue

Likely cause

Quick fix

“Transfer” button missing

Role lacks permission

Ask Admin to enable “Live Call Control”

Forwarding failed after hours

Calendar mismatch

Check business hours & holiday schedule

One-way audio post-transfer

NAT/firewall issues

Re-invite or switch network

Caller ID changed

Masking policy active

Review CLI settings


Tip

Escalate unresolved cases via Dashboard → Help → Live Chat with Call ID & timestamp.



Keywords: call forwarding vs call transferring, MyOperator transfer call, blind transfer, warm transfer, IVR forwarding

Updated on: 09/01/2026