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Access: Open your agent editor and go to the Tools tab.
Phone number and SIP transfers only work during a real phone call. They cannot be tested in the web simulator — use Test Agent → Phone call to test these.

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Adding a Transfer Tool

1

Open the Tools tab

In your agent editor, go to the Tools tab and click Add → Transfer.
2

Name the tool

Use a clear, descriptive name — your prompt will reference it by exact name.Good: “Transfer to Billing”, “Transfer to On-Call Manager”Poor: “Transfer 1”, “Escalate”
3

Choose a destination type

Select Agent, Phone, or SIP (see Transfer Destinations below).
4

Configure the destination

Fill in the destination details for the chosen type.
5

Save

Click Save. The transfer tool appears in the tools table and can be referenced in your prompt.

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Using in Your Prompt

Reference the transfer tool by its exact name: 
When a customer asks to speak with a human:
1. Explain why you're transferring them
2. Ask "Would you like me to transfer you now?"
3. Wait for confirmation
4. Use the 'Transfer to Support' tool

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Transfer Destinations

DestinationBest whenExample
Another AI agentYou want to stay inside itellicoAI and route to a more specialized agentBilling agent, language-specific agent
Phone numberYou need to connect to a human or external destination over the phone networkLive support queue, on-call manager
SIP addressYou need to route into a PBX, contact center, or SIP-enabled systemContact center queue, internal extension

Agent Transfer

Transfer to another AI agent in your itellicoAI account.Configuration:
1

Select transfer type

Choose Agent
2

Choose destination agent

Select the target agent from the dropdown
3

Optional: Hold music and ring tone

In Expert mode, configure audio to play while connecting (0–300 seconds each).
Benefits: The receiving agent can access the prior conversation history. No telephony costs. Works on all call types including web calls.Expert ModeAudio settings: You can add hold music and a ring tone for agent transfers. For instant AI-to-AI routing, disable both for immediate connection.
Transfer to an external phone number — mobile, landline, or business number.Configuration:
1

Select transfer type

Choose Phone
2

Enter phone number

Use E.164 format: +14155551234
  • Must include country code (+1 for US/Canada)
  • No spaces, dashes, or parentheses
Phone transfers incur outbound calling costs and only work during active phone calls. They do not work in web calls or widget conversations.
Expert ModeTransfer to a SIP URI for integration with PBX systems and contact centers.Configuration:
1

Prerequisites

Ensure a SIP trunk is configured in itellicoAI and the destination endpoint is reachable.
2

Select transfer type

Choose SIP
3

Enter SIP address

Use a valid SIP URI: sip:support@pbx.company.com
SIP transfers only work during active phone calls. They cannot be used during web calls or widget conversations.

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Multiple Transfer Tools

Write fallback logic directly in the prompt:
1. Attempt 'Transfer to Technical Support'
2. If that fails, attempt 'Transfer to General Support'
3. If all fail, apologize and collect a callback number
Use variables to route based on customer data:
{% if contact_account_type == "enterprise" %}
Route to 'Transfer to Enterprise Support'
{% else %}
Route to 'Transfer to General Support'
{% endif %}

{% set current_hour = current_datetime | date('H') | int %}
{% if current_hour >= 9 and current_hour < 17 %}
Business hours: use 'Transfer to Support Team'
{% else %}
After hours: use 'Transfer to On-Call Support'
{% endif %}

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Call End

Call ending is configured in Call Flow, not in the Tools tab. When Allow AI to hang up is enabled, the agent gets a default end_conversation capability it can use when the task is complete or the caller says goodbye. To enable: Open Call Flow → scroll to Call End → turn on Allow AI to hang up. 
Once you've successfully completed their request:
1. Ask "Is there anything else I can help you with?"
2. If they say no, thank them and end the call naturally
The call ends after the agent finishes the closing turn. Make sure your prompt tells the agent to confirm the caller is done before ending.

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Best Practices

Never transfer without context. Explain who you’re connecting them to and why, then confirm.Good:
"I understand you need help with billing. Our billing team can access
your account details. Would you like me to connect you now?"
Poor:
"Hold please." [immediate transfer]
Prompt the agent to wait for a yes before transferring to avoid announcing a transfer that happens on the next turn.
"I can transfer you to our billing team. Would you like me to do that now?"
[Wait for response]
[Execute transfer after confirmation]
Collect a name, account number, and brief issue summary before transferring so the recipient doesn’t need to ask again.
Every transfer path needs a fallback for when the destination is unavailable.
If 'Transfer to Support' fails:
1. Apologize: "I'm having trouble connecting right now"
2. Offer a callback: collect number and best time
3. Confirm: "Expect a call from us within the hour"
  • ✅ +14155551234
  • ❌ (415) 555-1234
  • ❌ 415-555-1234
  • ❌ 14155551234 (missing +)

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Testing

Phone number and SIP transfers require a real phone call to test. Use Test Agent → Phone call for these. The web simulator cannot execute telephony transfers.
Before going live, verify:
  • Transfer executes to the correct destination
  • Agent explains the transfer and confirms before executing
  • Failure scenarios are handled gracefully (no answer, busy, invalid destination)
  • Hold music and ring tone play as expected (agent transfers, Expert mode)
  • Conversation timeline shows the transfer event in Conversations

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Troubleshooting

  • Verify destination agent is active and published
  • Test the destination phone number independently
  • Check SIP trunk configuration and firewall rules
  • Verify RTP ports are open (typically 10000–20000)
  • Check NAT configuration on SIP endpoints
  • Ensure compatible codecs are configured (G.711, Opus)
  • Verify E.164 format: +14155551234
  • Check account balance and telephony credits
  • Confirm the destination country is supported
  • Verify both agents are in the same itellicoAI account
  • Confirm the transfer is configured as an agent transfer, not phone
  • Check the receiving agent’s prompt for context-handling instructions
  • Enable Play Music in the transfer settings (Expert mode)
  • Set a non-zero music duration
  • Hold music only applies to agent transfers
  • Verify SIP URI format: sip:user@domain.com
  • Check that the SIP trunk is configured in itellicoAI
  • Review firewall rules for SIP traffic (port 5060/5061)
  • Test the SIP endpoint with a SIP client independently

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Next Steps

Tools Overview

See all available tool types

Booking Calendar

Set up appointment scheduling

Custom API Actions

Connect to external systems

Phone Testing

Validate phone and SIP transfer behavior