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Agent Training Info & Integration Credentials

Operator Details — Route Callers to the Right Staff

Written By Anand Raj

Last updated 3 months 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.

Frequently Asked Questions

Yes. Add one Operator per person or team you want the agent to be able to reach (e.g. Provider Khan, Provider Smith, Accounts team, Front Desk).

The agent checks that Operator's schedule and breaks. If they're unavailable, the agent will let the caller know and can offer to take a message or book a callback instead.

Yes. The copy action next to any day applies that day's open/close times and breaks to every other day. You can then adjust individual days if needed.

Yes. Operators are fully editable from the Business Portal after go-live.

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