End or transfer a live call from the portal

From the monitor in the admin portal, you can end a call that's in progress or send it somewhere else. It helps when a call is tied up on a phone nobody is at, or a caller needs a different person.

Some labels in your portal or apps may look slightly different from this guide.

How a transfer from the portal works

Every call has two sides. You pick one side, and the person on the other side is the one who moves.

For example, Jordan Lee at extension 2014 is talking with Sam Rivera at 2020. You select 2014 and transfer to 2031. Sam is now talking with 2031.

Transfer a live call

1. 1
   Step 1:

   Open the monitor

   In the admin portal, select Monitor, then the Extensions tab. Use the Apps tab if the person is on a call in Communicator.
2. 2
   Step 2:

   Pick the side that stays put

   Find the call by the headset icon in On Call. Tick the extension on the side you're not moving.
3. 3
   Step 3:

   Select Transfer

   Select Transfer. If the window lists the call's channels, choose the one for the extension you ticked.
4. 4
   Step 4:

   Enter the destination

   Type where the other person should go, such as another extension, and confirm.

The Live Calls tab doesn't offer transfers. Use Extensions or Apps instead.

End a live call

1. 1
   Step 1:

   Find the call

   Open Monitor. On the Extensions or Apps tab, tick one extension on the call. On the Live Calls tab, tick the call.
2. 2
   Step 2:

   Hang it up

   Select Hangup, and confirm if the portal asks.

Hanging up ends the whole call for everyone on it, not only the side you ticked.

Troubleshooting

• There's no Transfer button. You're probably on the Live Calls tab. Switch to Extensions or Apps.
• The wrong person moved. The side you tick stays put. Tick the other extension next time.
• The call you want isn't showing. The page may not have refreshed yet. Pick a shorter refresh interval.

What to expect

• To see who is on a call before you act, see see who is on a call right now.
• To transfer a call from a desk phone instead, see transfer a call.
• Contact Center Pro supervisors can also take over or transfer an agent's call from the supervisor dashboard in the supervisor desktop. The supervisor dashboard is an add-on. See listen, take over, transfer and change agent modes.

Don't see this option? Contact support and we'll set it up for you.