Skip to main content

Call Transfer and Escalation

Your AI receptionist can transfer callers directly to your staff during a call. This page explains how transfers work and how to configure them.

Types of Transfers​

OzyOps supports three types of call transfers, available at different plan tiers:

Emergency Transfer (All Plans)​

Available on every plan, 24/7, regardless of business hours.

When the AI determines a call is a genuine emergency (gas leak, flooding, chest pain, etc.), it:

  1. Collects the caller's name and confirms their callback number.
  2. Transfers the call to your configured emergency number.
  3. Logs the call as an emergency in your dashboard.

Setup: Go to Settings > Transfers > Emergency Number and enter the phone number that should receive emergency transfers.

Always keep your emergency number current

If the emergency number goes to voicemail or is disconnected, the caller will hear ringing followed by voicemail. The AI does not come back on the line after initiating a transfer. Make sure this number reaches someone who can respond.

Staff Transfer (Essential and Professional)​

Available on Essential and Professional plans during business hours.

When a caller requests to speak with a specific person or department, the AI can transfer the call to a staff member.

Setup:

  1. Go to Settings > Transfers > Staff Transfers.
  2. Add one or more staff phone numbers with labels (e.g., "Front Desk," "Office Manager").
  3. Set availability windows if needed.

Department Transfer (Professional Only)​

Available on the Professional plan. Allows the AI to route callers to specific departments:

  • Billing -- For payment and insurance questions
  • Records -- For medical records requests
  • Lab/Results -- For test result inquiries

Setup:

  1. Go to Settings > Transfers > Departments.
  2. Add phone numbers for each department.
  3. The AI will offer department routing when callers ask about billing, records, or lab results.

How Transfers Work​

All transfers in OzyOps are cold transfers:

  1. The AI tells the caller it is transferring them.
  2. The call is connected to the destination number.
  3. The AI disconnects from the call.

The person receiving the transfer sees an incoming call from the caller's number (or the OzyOps number, depending on your phone system).

What the AI does before every transfer

Before transferring, the AI always collects the caller's name and confirms their callback number. This ensures your team can call back even if the transfer goes to voicemail.

Fallback Behavior​

If the transfer destination does not answer:

  • The caller hears normal ringing followed by the destination phone's voicemail (if configured).
  • The AI does not come back on the line.
  • The original call is still logged in your dashboard with all collected information.
  • Your team can call the person back from the dashboard using the captured phone number.

To minimize missed transfers:

  • Forward transfer numbers to mobile phones during off-hours.
  • Ensure voicemail is set up on all transfer destination phones.
  • Monitor your dashboard for calls that show a transfer was attempted.

On-Call Number​

If you have an on-call rotation (common in trades and healthcare), set the on-call number under Settings > Transfers > On-Call Number. Update this number whenever your on-call person changes.

The on-call number is used for emergency transfers outside of business hours.

Common Questions​

Can the AI do a warm transfer (introduce the caller to staff)? Not currently. All transfers are cold transfers. The AI hands off the call and disconnects.

Can I have multiple emergency numbers? Currently, one emergency number is supported. If you need multiple emergency contacts, consider using a phone system that rings multiple phones simultaneously (ring group) and set that group number as your emergency transfer.

What if my staff is on another call? The caller will hear a busy signal or be sent to voicemail, depending on your phone system. The AI captures the caller's information before transferring, so your team can always call back.

Do transfers count toward my minutes? The AI portion of the call (before the transfer) counts toward your minutes. The transferred portion (your staff talking to the caller) does not count as OzyOps minutes since it is a direct phone call at that point.

Can I disable transfers entirely? Yes. Leave the transfer phone numbers blank in Settings > Transfers. The AI will not attempt transfers and will instead offer to take a message and add the caller to your callback list.