Call Transfer Smart Routing

Hand off live conversations to agents, departments, or external numbers with cold or 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 or reassuring warm transfers, map keypad digits for self-service routing, and manage destinations with bulk CSV import. Seamless handoffs. Better customer experience.

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Key Highlights

What Makes This Feature Special

Discover the powerful capabilities that drive real business results

Cold & Warm Transfer Types

Use Cold Transfer (SIP Refer) for fast, low-latency handoffs, or Warm Transfer (SIP Invite) to stay on the line and reassure the caller during the switch. Caller ID control available on warm transfers.

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.

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 or Warm Transfer (SIP Invite) to stay on the line with the caller. 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
  • Caller ID control on warm transfers
  • Phone, SIP URI & extension destinations
  • CSV bulk import & export
Keypad Routing Configuration
Step 02

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 vs reassurance)

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

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

Use Cases

Real-World Applications

Discover how businesses like yours are achieving remarkable results

Support Escalation

AI handles initial troubleshooting, then transfers complex issues to specialized support agents with warm handoff and full context.

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Sales Department Routing

Qualify leads automatically, then transfer high-value prospects to sales representatives with keypad options for specific product teams.

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Live CRM Updates

Transfer calls while updating CRM records in real-time. Log call outcomes, create tickets, and trigger workflows during handoff.

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Multi-Location Routing

Direct callers to the correct branch or regional office based on keypad input or conversation context. Eliminate misrouted calls.

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Technical Excellence

Technical Specifications

Enterprise-grade infrastructure built for reliability and scale

Transfer Types

Cold (SIP Refer) & Warm (SIP Invite)

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, making it faster and simpler. Warm Transfer (SIP Invite) keeps the agent on the line during handoff, which is better when callers need reassurance or context sharing.

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.

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