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.
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.
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
In Contact Center Pro, go to the top toolbar and click Settings.
In the side menu, go to Routing Workflows > Queues.
In the Queues table, click Edit
next to the queue you want to configure. 
The queue drawer opens.Scroll to the Transfer Rollover section. Select one of the following options:
Send to Group Voicemail: Routes the call to a group voicemail box. Select an existing voicemail box from the dropdown that appears.
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.
Custom Transfer Flow: Routes the call through a custom workflow you build in the Workflow Builder.
Click Build Transfer Flow to open the Workflow Builder.
Configure your transfer flow and save it.
End Call: Ends the call if no agent answers within the rollover timeout. This is the default setting.
When finished, click Save.
A notification confirms the queue was updated successfully, and the Queues table reflects the new transfer rollover destination.
