Call Transfer Smart Routing

Hand off live conversations to agents, departments, or external numbers with cold, warm, or attended warm transfers and keypad routing.

Stop forcing customers to repeat themselves. VoiceInfra's Call Transfer lets your AI agent smoothly hand off live calls to human agents, team queues, or external numbers. Choose between fast cold transfers, reassuring warm transfers, or the new attended warm transfer, where the AI stays connected to both parties while briefing the human agent before stepping back. Map keypad digits for self-service routing and manage destinations with bulk CSV import. Seamless handoffs. Better customer experience.

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Call Transfer Smart Routing● Live
Hand off live conversations to agents, departments, or external numbers with cold, warm, or attended warm transfers and keypad routing.
This is complicated. I want to talk to someone.
Of course. I will transfer you to Sarah with full context.
Transferring. No need to repeat anything.
Attended transferFull conversation contextHumans pick up seamlessly
Key Highlights

What Makes This Feature Special

Discover the powerful capabilities that drive real business results

Cold, Warm & Attended Warm Transfer Types

Use Cold Transfer (SIP Refer) for fast, low-latency handoffs, Warm Transfer (SIP Invite) to stay on the line during the switch, or the new Attended Warm Transfer, where the AI stays connected to both parties, briefs the human agent with context instructions, and only steps back once the handoff is complete.

Attended Warm Transfer with Context Briefing

With Attended Warm Transfer, your agent remains connected to both the caller and the human agent simultaneously. Add context instructions so the AI briefs the human before stepping back, and configure a decline message for when the transfer target is unavailable.

Flexible Transfer Destinations

Route calls to phone numbers, SIP URIs, or internal extensions. Add custom transfer messages and configure post-answer extension dialing for precise routing.

Keypad Routing (AI-Driven IVR)

Let callers press digits mid-conversation to reach specific departments. Map 1–5 digit codes to destinations for self-service navigation without rebuilding your menu.

Bulk Management via CSV

Add destinations quickly with CSV import/export. Download a pre-formatted template, fill in your routing rules, and upload to configure everything at once.

Agent-to-Agent Transfer

Hand the conversation from one AI agent to another specialist agent mid-call or mid-chat. No human needed, no session restart. The caller keeps talking and the specialist picks up with the full transcript behind it. Every message stays attributed to the agent that produced it.

Rules, Delays & Transfer Messages

Each handoff is a rule: a plain-language condition describing the user need, a target agent, and an optional minimum delay before it fires. Add a transfer message so the caller hears what is happening, and choose whether the specialist inherits the session's voice and model or brings its own.

How It Works

Get started with this feature in a few simple steps

Everything you need to transform your voice operations from start to finish

Transfer Settings and Destinations
Step 01

Configure Transfer Type & Destinations

Choose between Cold Transfer (SIP Refer) for fast handoffs, Warm Transfer (SIP Invite) to stay on the line, or the new Attended Warm Transfer to have the AI bridge and brief the human agent before stepping back. Add phone numbers, SIP URIs, or extensions as destinations, with custom transfer messages and bulk CSV import for large setups.

  • Cold Transfer for speed, Warm Transfer for reassurance
  • Attended Warm Transfer: AI stays connected to both parties during handoff
  • Caller ID control on warm transfers
  • Phone, SIP URI & extension destinations
  • CSV bulk import & export
Attended Warm Transfer Configuration
Step 02

Attended Warm Transfer with Agent Briefing

Attended Warm Transfer keeps your AI agent connected to both the caller and the human agent at the same time. Add context instructions so the AI automatically briefs the human with relevant call details before stepping back. Configure a decline message for when the transfer target is unavailable.

  • AI stays on the line with both parties simultaneously
  • Custom context instructions for agent briefing
  • Configurable decline message for unavailable targets
  • Works alongside Cold and Warm Transfer modes
Keypad Routing Configuration
Step 03

Keypad Routing

Map 1–5 digit codes to transfer destinations so callers can self-route mid-conversation. Enable keypad routing per assistant and assign codes directly, or include them in your CSV upload.

  • 1–5 digit code mapping to any destination
  • Self-service department routing
  • Toggle-based enable/disable per assistant
  • Assign codes via CSV or manual entry
Endless Possibilities
Scale your voice operations without limits
Benefits

Transform Your Business

Discover the measurable impact and advantages that drive real business growth

Reduce customer frustration with smooth, context-aware handoffs

Choose transfer type based on caller needs (speed, reassurance, or full attended briefing)

Attended Warm Transfer keeps AI connected to both parties until the human is ready

Context instructions let the AI brief human agents before stepping back

Decline message handles unavailable transfer targets gracefully

Route to any destination: phone, SIP, or internal extension

Hand off between AI agents mid-call with no human in the loop

Specialist agents inherit the full conversation transcript

Each message stays attributed to the agent that produced it

Rules fire on plain-language conditions with an optional delay

Self-service keypad routing reduces agent workload

Bulk CSV import saves time on large routing setups

Custom transfer messages keep callers informed

Caller ID control ensures proper identification on handoff

Seamless integration with existing PBX and SIP infrastructure

Solutions

Industry Solutions

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Customer Success

See How Our Customers Use This

Real businesses getting real results with this feature. Read their stories.

How a Telecom MSP Replaced Their Customer Service Team with VoiceInfra AI Agents

A US-India telecom MSP replaced their human customer service with VoiceInfra AI agents that handle new leads, troubleshoot issues, report incidents, and transfer callers to the right extension

Read Success Story

How a London Plumbing & Heating Company Deployed a VoiceInfra AI Agent on Yeastar P-Series for Out-of-Hours Call Handling

A London-based plumbing and heating company deployed a VoiceInfra AI agent on their Yeastar P-series PBX to handle emergency and out-of-hours calls, ensuring no customer goes unanswered after business hours

Read Success Story
GOT QUESTIONS?

Still have questions about Call Transfer Smart Routing? Just ask.

The people who built this feature answer every question in plain English. Want to see it running on your own setup instead? Tick the box and we'll include a live demo.

  • Answered by the people who built it
  • Live demo on your setup, if you want one
  • A reply within one business day
No spam. Your question, our answer. That's it.
Technical Excellence

Technical Specifications

Enterprise-grade infrastructure built for reliability and scale

Transfer Types

Cold (SIP Refer), Warm (SIP Invite) & Attended Warm

Keypad Routing

1–5 digit code mapping

Bulk Management

CSV import/export support

Destination Formats

Phone, SIP URI & Extensions

FAQ

Frequently Asked Questions

Find answers to common questions about this feature

Cold Transfer (SIP Refer) bridges the call and drops off immediately, the fastest option with the lowest latency. Warm Transfer (SIP Invite) keeps the AI on the line during handoff for caller reassurance. Attended Warm Transfer goes a step further: the AI stays connected to both the caller and the human agent simultaneously, briefs the human agent using your configured context instructions, and only steps back once the handoff is complete. If the transfer target is unavailable, a configurable decline message is played.

Attended Warm Transfer is the most context-rich handoff mode. The AI agent bridges the call, stays connected to both parties, and actively briefs the human agent using the context instructions you configure, before stepping back. Use it when callers have complex issues that benefit from a warm introduction, or when your human agents need a verbal summary before taking over.

If the transfer target doesn't answer or is unavailable, the AI plays the decline message you have configured and handles the call accordingly. You can customise this message to inform the caller and offer alternatives.

Yes, but only on Warm Transfers. You can choose to pass through the caller's original number or use a custom number. Cold transfers use the default system Caller ID.

You can add standard phone numbers (+14155550100), SIP URIs (sip:user@domain.com), or plain internal extensions. The system accepts all three formats seamlessly.

Callers press 1–5 digit codes during the conversation to be routed to a specific destination. You map these codes in the Keypad Routing section, and the agent directs them accordingly.

Yes. Use the CSV import/export feature. Download the template, fill in destination names, numbers/SIP URIs, transfer messages, and keypad codes, then upload to configure everything at once.

This is a Warm Transfer feature. Once the destination picks up, the agent automatically dials the specified extension digits to reach the correct queue or agent without manual input.

Add routing instructions to your system prompt. For example: 'If the caller asks about billing, press 1 to transfer to the Billing Team.' The AI will follow these rules naturally during conversations.

Yes. VoiceInfra uses standard SIP Refer and SIP Invite protocols, making it compatible with most PBX systems, SIP trunks, and cloud telephony providers.

Yes. Agent Transfer lets an agent hand the conversation to a specialist agent mid-call or mid-chat, with no human in the loop. The caller keeps talking to the same session, and the specialist picks up with the full transcript behind it, so nothing is repeated. Every message in the transcript stays attributed to the agent that produced it.

You configure transfer rules. Each rule pairs a plain-language condition describing the user need (for example, 'user asks about billing or refunds') with a target agent. You can set a minimum delay before the handoff fires and a transfer message so the caller hears what is happening rather than silence.

That is your choice per rule. A target agent can inherit the current session's providers, or bring its own voice and model. Note that if the session runs on a realtime model, the target speaks with the session's realtime stack and voice, because its own realtime configuration cannot start mid-call.

Yes. Agent Transfer works in both voice calls and text chat. In the test chat you will see a 'transferred to' marker at the handoff, and replies are attributed to whichever agent produced them.
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