--- title: "Configure Transfer Rollover settings for your queues" slug: "configure-transfer-rollover-settings-for-your-queues" updated: 2026-04-26T18:37:26Z published: 2026-04-26T18:37:26Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Configure Transfer Rollover settings for your queues ## Overview *Transfer Rollover* settings control what happens to a transferred call when no agent in the destination queue answers. Without a rollover destination, a timed-out transferred call drops, leaving the caller without a resolution. Administrators can configure *Transfer Rollover* settings for each queue from the *Queues* screen in Contact Center Pro settings. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types - Applies to all trades #### Feature configuration - This feature is currently in Early Access and is subject to change. If you want to enable this feature for your account, book a demo [here](https://www.servicetitan.com/features/pro/contact-center). - This feature requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network. - The *Edit Routing Workflows* permission is required to use this feature. Please contact the account administrator on your team. For more, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - Transfer Rollover settings are configured per queue. Each queue can have a different rollover destination. - The default Transfer Rollover setting for all queues is *End Call*. We recommend configuring a more specific rollover destination for any queue with a rollover timeout under 30 minutes. - A warning icon appears on the *Queues* table next to any queue that has a rollover timeout under 30 minutes and no rollover destination configured. - Switching from *Custom Transfer Flow* back to *End Call* deletes the associated transfer workflow. This action cannot be undone. ## Best practices - Set a *Transfer Rollover* destination for every queue that CSRs transfer calls to, especially high-volume queues and queues with short rollover timeouts. - Use **Send to Group Voicemail** for queues that handle billing, scheduling, or other non-urgent requests where calling them back later is acceptable. - Use **Forward Call** to route timed-out transfers to an on-call team member, a supervisor's direct line, or an external answering service. - Build a **Custom Transfer Flow** if you need a more detailed or highly specific series of events when transfers roll over. ## Configure Transfer Rollover settings 1. In Contact Center Pro, go to the top toolbar and click **Settings**. 2. In the side menu, go to **Routing Workflows > Queues**. 3. In the *Queues* table, click **Edit**![A simple icon in the shape of a pencil.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png) next to the queue you want to configure. ![Overview of queues with routing strategies and assigned users for call management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-transfer-rollover-settings-for-your-queues-image-ryr6vvpp.png)The queue drawer opens. 4. Scroll to the *Transfer Rollover* section. Select one of the following options: ![Options for handling transferred calls that are not answered, including ending the call.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-transfer-rollover-settings-for-your-queues-image-c753r4ha.png) - **Send to Group Voicemail:** Routes the call to a group voicemail box. Select an existing voicemail box from the dropdown that appears. ![Settings for transferring calls to group voicemail when not answered.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-transfer-rollover-settings-for-your-queues-image-217mmilc.png) - **Forward Call:** Forwards the call to a user with a Contact Center Pro seat or to an external number. - To forward to an existing user, click **Select Existing** and choose a user from the list. - To forward to an external number, click **Add Custom** and enter the phone number. ![Interface for forwarding calls with options to select existing users or add custom names.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-transfer-rollover-settings-for-your-queues-image-nauy77z3.png) - **Custom Transfer Flow:** Routes the call through a custom workflow you build in the Workflow Builder. 1. Click **Build Transfer Flow** to open the Workflow Builder. ![User interface showing options for creating a custom transfer flow with a clickable button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-transfer-rollover-settings-for-your-queues-image-kxr5vlwj.png) 2. Configure your transfer flow and save it. ![Flowchart showing options to add features in Agent Queue 1 transfer flow.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-transfer-rollover-settings-for-your-queues-image-rwp9su72.png) - **End Call:** Ends the call if no agent answers within the rollover timeout. This is the default setting. ![Button to end a call, indicating the action to disconnect the conversation.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-transfer-rollover-settings-for-your-queues-image-i8awqnzb.png) 5. When finished, click **Save**. A notification confirms the queue was updated successfully, and the *Queues* table reflects the new transfer rollover destination. ![Notification indicating successful update of the queue in a user interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-transfer-rollover-settings-for-your-queues-image-ctjoj0gv.png) ## Want to learn more? - See [Queues screen overview](/v1/docs/queues-screen-overview) - See [Use your call bar in Contact Center Pro](/v1/docs/use-your-call-bar-in-contact-center-pro)