How do call transfers work between an AI agent and a human agent?

When a transfer is triggered, Televanta performs a warm SIP transfer to the next available human agent.

Before the caller is connected, the human agent receives a real-time briefing in their interface showing the call summary, detected intent, key information already collected, and the caller's sentiment score.

The human agent can greet the caller with context rather than asking them to start over.

Transfer wait time is minimized through your configured queue logic.

For example, a caller is transferred from Televanta to a billing specialist.

The specialist's screen shows: "Caller: Maria Kovač.

Issue: Invoice from October is 45 euros higher than expected.

Sentiment: Frustrated.

Previous resolution attempt: AI could not access invoice details." The specialist greets Maria by name and addresses the specific issue immediately.

Use case: A software support team uses Televanta to handle first-line technical queries.

When a call escalates, the developer receiving the transfer can see the full troubleshooting steps the AI already took, avoiding duplication and cutting average resolution time by 40 percent.