Operator Details — Route Callers to the Right Staff
Written By Anand Raj
Last updated 6 days ago
Transfer Call Settings tell the AI receptionist who on your staff should pick up when a caller wants to talk to a human — and when each person is reachable.
What you configure here
Operators (staff who answer calls) — the people the agent can transfer to. Each Operator has a name, phone number / extension / SIP, and availability.
Working hours per Operator — the agent checks each Operator's schedule before transferring. If they're off, the agent will not connect the call.
Breaks per Operator — add breaks (e.g. lunch) so the agent knows the Operator is not reachable during those windows.
Use the copy action next to a day to copy that Operator's open/close times and breaks to all other days at once. You can still edit individual days afterwards.
Why availability matters
The agent always checks the Operator's working hours, breaks and off days before transferring. If the requested person is unavailable, the agent will tell the caller "they're not available right now" instead of transferring to a phone no one will answer.