When an agent transfers a call to a Teammate or Team directly, the Teammate must be available to appear as an option for transfer, and if the transfer is not accepted the call will automatically return to the transferring agent. However, by utilizing the option to transfer to a Contact, agents can transfer calls to Teammates or Teams regardless of the Teammate's availability status, prevent unanswered transfers from returning to themselves, and allow callers to be connected to the intended recipient's voicemail/unavailable message if they're unavailable.
⚠️ Please note: For this transfer method each Agent or Team will need their own dedicated Aircall number.
Adding an Agent's or Team's Aircall Number as a Contact to the Aircall App
To create a contact for the Agent's or Team's Aircall number:
- Open your Aircall phone app and select the People section located on the bottom navigation menu
- Click on New contact, located in the top right corner of the People section
- Enter the Agent's or Team's name and dedicated Aircall number on the New contact card that pops up and click Save
If you have several Agent or Team contacts that need to be added, these contacts can be uploaded in bulk using a CSV file.
⚠️ Once a contact for an Agent or Team has been created, it will be accessible to all agents on your account.
Transferring Calls to the Agent's or Team's Contact
To transfer a call to an Agent's or Team's Contact, the transferring agent will click the Transfer option on the in-call screen, search for the name of the Agent's or Team's contact, select the contact instead of the "Teammate", and press Talk first or Transfer now depending on if the transferring agent is performing a warm or cold transfer.
After the transfer is completed, the call will follow the configuration on the contact's number, including any welcome message, audio message, IVR, and/or user/team in the call distribution. If the transferred call is not answered, it will be routed to the voicemail/unavailable message configured on that number.