Transfer

A transfer in VICIdial moves an active call from one agent to another agent, inbound group, external number, or IVR. VICIdial supports multiple transfer types: blind transfer (immediate handoff), warm transfer (agent introduces the caller before disconnecting), and three-way conference (all parties connected simultaneously).

How It Works in VICIdial

Transfers are initiated from the agent screen using the transfer panel. The agent selects a destination — an inbound group, a specific extension, or an external number — and clicks the transfer button. The default_xfer_group setting determines the pre-selected transfer destination, while xfer_group_order controls how transfer options are sorted.

For warm transfers, the agent clicks “Dial” to connect to the destination party while the caller is on hold. The agent can speak privately with the receiving party, then either complete the transfer (hanging up their leg) or cancel it. Three-way conferencing keeps all parties connected through the ConfBridge conference room.

The concurrent_transfers setting controls whether agents can initiate multiple transfers from a single call. VICIdial also supports “local closer” transfers, where calls are routed to closer agents on the same system, and “external blind” transfers to outside phone numbers.

Why It Matters

Transfer functionality is critical for sales workflows, customer service escalation, and specialized call routing. In sales environments, fronter-to-closer transfers are the core revenue-generating workflow — fronters qualify leads and warm transfer them to closers for conversion. Efficient transfers reduce customer wait time and improve conversion rates.

Misconfigured transfers are a common source of lost calls and customer frustration. Testing transfer paths before campaign launch and training agents on proper warm transfer procedures are essential operational practices. See the dialer tuning feature page for transfer configuration optimization.