Transferring an active call to another agent, team, or AI

During an active call you may need to route it elsewhere: to a better-suited agent, to a whole team, or back to the AI assistant. Omnifox lets you do this without hanging up, right from the active call panel.

Requirements

• Be on an active call ("in call" state) in the inbox's web softphone.
• Permission to use the calling module.
• At least one valid destination: another connected agent, a team, or an AI agent configured in the workspace.

Transfer modes

• Blind: you route the call immediately; the other agent/team receives it without you speaking to them first.
• Attended: you speak privately with the destination first (the customer can't hear this) to give context, then complete the transfer.

Transfers to AI are always blind.

Steps to transfer

1. While on the call, open the Transfer panel (transfer icon in the call controls).
2. Choose the destination tab: User, Team, or AI.
3. Search and select the destination (you can type to filter the list).
4. If the destination is a user or team, pick the mode: blind or attended.
5. If you chose attended, wait for the destination to pick up the private consult, brief them, and confirm the transfer.
6. Confirm to complete the transfer, or cancel if you change your mind before confirming.

Concrete example

A customer calls about a billing issue but reaches a sales agent. The agent opens the transfer panel, goes to the Team tab, searches "Billing", picks attended mode, briefs the teammate privately, and confirms. The customer is now speaking with Billing without the call ever dropping.

Tips

• Use attended transfer when the case needs context (it saves the customer from repeating everything).
• Use blind transfer for simple, quick handoffs where the context is already in the conversation.
• Transfer to AI when the customer wants something simple and automatable resolved without waiting for a human.

Troubleshooting

• I don't see any agents/teams in the list: check that they have an active session or that teams exist in the workspace.
• The attended transfer stays "in progress": wait for the destination to answer the private consult before confirming; if it's taking too long, you can cancel and try again.
• The transfer button isn't showing: confirm the call is actually active (not "calling" or "ended").