This is a new feature that lets customer service representatives (CSRs) transfer calls directly to a queue in Contact Center Pro. Administrators must set up a transfer rollover destination for each queue. This is a critical step to ensure callers are not dropped if no agent is available to answer. CSRs will see a warning when attempting to transfer to a queue that has not been configured with a fallback destination.
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What's new?
CSRs can now transfer a call directly to a queue in Contact Center Pro. Before, transfers in Contact Center Pro were limited to individual agents calling specific numbers — there was no way to send a call directly to a queue. Now, when a CSR needs to hand off a call to a team or department, they can transfer directly to a queue from the call bar.
Setting up a transfer rollover destination for each queue is critical. If a transferred call times out in a queue and no agent answers, Contact Center Pro needs somewhere to send the call. Without a rollover destination configured, the call drops and administrators saw extremely low rates of fallback configuration in early rollout. To prevent callers from being disconnected, administrators must configure a rollover destination for each queue from the Queue Management screen in Contact Center Pro settings. Options include group voicemail, a forwarding number, or a custom transfer flow.
To help protect callers, CSRs will now see a warning icon next to any queue that does not have a transfer rollover destination configured and has a timeout period of less than 30 minutes. CSRs can still proceed with the transfer if they choose, but the warning is intended to prompt administrators to act before go-live.
Resources
Before and After
Before (Current)
A customer calls about a billing question and reaches a CSR.
The CSR needs to send the call to the billing team.
Contact Center Pro has no option to transfer to a queue. The CSR transfers to an individual agent, who may not be available.
The call is not handled by the right team. The customer must call back or wait for a follow-up.
Impact: CSRs cannot route calls to the right team efficiently, increasing handle time and reducing first-call resolution.
After
A customer calls about a billing question and reaches a CSR.
The CSR selects the billing queue from the transfer options in the call bar and transfers the call directly.
An agent in the billing queue picks up and resolves the customer's question.
If no agent is available, Contact Center Pro routes the call to the rollover destination the administrator configured — such as group voicemail — so the caller is not dropped.
If the queue has no rollover destination configured, the CSR sees a warning before transferring, giving them the opportunity to contact their administrator.
Impact: CSRs route calls to the right team in one step. Callers reach a resolution even when no agent is immediately available. And when a queue is not yet configured correctly, CSRs are alerted before the transfer, preventing dropped calls.
Who uses this feature
All business types
Administrators, Managers, CSRs
Region availability: USA, Canada
How it works for your industry
Residential Service and Replacement
A CSR at a plumbing company receives a call from a customer asking about a service agreement. The CSR transfers the call directly to the service agreements queue, where a specialist picks up and assists the customer.
An administrator at an HVAC company configures a group voicemail rollover for the scheduling queue. When a transferred call times out during peak hours, the caller leaves a message instead of being dropped, and the team follows up when capacity opens.
A residential electrical company sets a forward rollover for their after-hours queue, directing timed-out transferred calls to an answering service so no call goes unhandled overnight.
Commercial Service and Replacement
A CSR at a commercial HVAC company transfers a facilities manager's call directly to the service coordination queue, where the right team handles the request without the caller being bounced between agents.
An administrator configures a forward rollover for the service queue, sending timed-out transferred calls to a field supervisor's direct line so no service request goes unanswered.
A commercial plumbing company builds a custom transfer flow for their emergency queue, routing calls that time out through a backup team before sending to voicemail.
Residential Construction
A CSR at a roofing company transfers a caller requesting an estimate directly to the estimating queue, connecting them with the next available estimator.
An administrator sets a group voicemail rollover for the estimating queue so callers transferred during busy periods leave a message instead of being dropped.
A remodeling contractor configures a forward rollover for their project queue, directing timed-out transferred calls to a project manager's mobile number.
Commercial Construction
A CSR at a general contracting firm transfers a subcontractor inquiry directly to the procurement queue, getting the caller to the right team without a warm handoff.
An administrator builds a custom transfer flow for the project coordination queue, routing timed-out calls through a backup coordinator before sending to voicemail — ensuring no vendor call is lost.
A commercial construction company sets a forward rollover on their estimating queue, directing unanswered transferred calls to a regional office during high-volume periods.
How to Prepare?
Configure rollover destinations for every queue before go-live, especially queues with a timeout period of less than 30 minutes. CSRs will see a warning when transferring to any queue that is missing this configuration, and calls to those queues risk being dropped.
Decide on a rollover option for each queue: group voicemail, forward to a user or external number, or a custom transfer flow.
Build any custom transfer flows in the Workflow Builder before go-live.
Enable the Can transfer calls directly to another queue permission for CSR roles.
Train administrators on the new Queue Management page in Contact Center Pro settings.
Train CSRs on how to transfer a call to a queue from the call bar, and on what the no-fallback warning means and when to escalate to their administrator.