CallTransfer

The CallTransfer action transfers an active call to a specific phone number. The AI Employee determines the transfer destination based on conversation context, business working hours, and configured phone number routing criteria. It supports routing to different numbers depending on time of day, department, or issue type.

Triggering event:

transfer_call_tool — Triggered when the AI Employee decides a call should be transferred to a human.

How it works

The action checks whether call transfer is enabled for the project.
It retrieves the current business working hours status.
If custom transfer phone numbers are configured:
- The action analyzes the conversation with a structured schema to select the most appropriate destination number.
- It validates against working hours if applicable.
- If the intent is unclear, it sends a clarification prompt back to the agent.
If no custom phone numbers are configured (fallback mode):
- During business hours: Routes to the working hours escalation number.
- Outside business hours: Routes to the non-working hours escalation number.
- Returns an error message if the appropriate number is not configured.
If a destination number is determined, the action sends a transfer_call command to the active voice integration.
If no number can be determined, the action sends an urgent message to the agent with a clarification instruction and logs the failure.

Configuration

Required attributes

Attribute	Description
`project_attributes_setting_transfer_call_enabled`	Set to `"True"` to enable call transfers.
`project_attributes_setting_voice_integration_service`	The voice integration in use: `"NEWO Voice Integration"`.

Phone number routing

Attribute	Description
`project_attributes_setting_transfer_call_phone_numbers`	JSON object defining phone number routing criteria (department, issue type, etc.). If empty, the action falls back to working hours escalation numbers.
`project_business_working_hour_escalation_phone`	Phone number to transfer to during business hours.
`project_business_non_working_hour_escalation_phone`	Phone number to transfer to outside business hours.
`project_representative_agent_voice_phone_country_code`	Country code for phone number formatting.
`project_attributes_private_dynamic_phone_variables`	Fallback phone data for dynamic routing.

Working hours

Attribute	Description
`project_business_time_zone`	Time zone for working hours calculation.
`project_attributes_setting_define_conversation_is_during_working_hours_enabled`	Enables working hours-based routing.
`project_attributes_private_dynamic_schedule_working_hours_object`	JSON object defining business working hours.
`project_attributes_private_dynamic_schedule_working_days`	Working days of the week.
`project_attributes_private_dynamic_schedule_working_hours`	Working hours per day.
`project_attributes_private_dynamic_schedule_non_working_days`	Non-working days (holidays, closures).

Transfer behavior

Attribute	Description
`project_attributes_setting_voice_transfer_call_timeout`	Seconds to wait for the transfer to connect. Default: `6`.

Commands sent

The following command is issued:

SendCommand(
  commandIdn="transfer_call",
  integrationIdn="newo_voice",
  connectorIdn="newo_voice_connector",
  phoneNumber="+15551234567",
  waitForTransferSeconds="6"
)

Example 1 (Simple escalation)

Configure call transfer with a single escalation number for business hours:

project_attributes_setting_transfer_call_enabled = "True"
project_business_working_hour_escalation_phone = "+15551234567"
project_business_non_working_hour_escalation_phone = "+15559876543"

During business hours, calls transfer to +15551234567. Outside business hours, calls transfer to +15559876543.

Example 2 (Department-based routing)

Configure multiple transfer numbers based on department or issue type:

project_attributes_setting_transfer_call_phone_numbers = {
  "sales": {
    "phone_number": "+15551111111",
    "description": "Sales inquiries and new customer questions"
  },
  "support": {
    "phone_number": "+15552222222",
    "description": "Technical support and existing customer issues"
  },
  "billing": {
    "phone_number": "+15553333333",
    "description": "Billing questions and payment issues"
  }
}

The AI Employee analyzes the conversation to determine which department matches the caller's needs and routes to the appropriate number.