---
key: transfer-a-live-call
title: Transfer, take over or coach a live call
audience: staff
section: communications/calls
routes: ["/communications/live-calls"]
permissions: ["communications.call.live.read"]
features: ["communications.live_calls"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Watch the calls in progress right now, bring a teammate in, transfer a caller, send them to voicemail or a callback, change who owns the call, and listen in or coach.
keywords: [live calls, transfer a call, warm transfer, cold transfer, blind transfer, take over a call, listen in, whisper, barge, callback, send to voicemail]
related: [review-calls-and-voicemails, follow-up-on-a-call, use-the-communications-overview]
---

In the sidebar, open **Communications**, then **Live Calls**. The page address is `/communications/live-calls`. The header reads **Live voice operations**.

## Before you start

- Your organization needs a phone line that can take calls. If the page reads **No call-ready phone lines connected**, an admin has to set one up first.
- Inviting, transferring, reassigning and listening in each need their own permission; buttons your role cannot use stay greyed out.
- Only the call's owner can invite, transfer or reassign it, unless your role can override ownership.

## Steps

1. Under **Session status**, choose **Active**, **Completed** or **All**, or type a number in **Search customer phone**.
2. Press a call in the **Live session board**. Its detail opens beside the board.
3. To bring a teammate onto the call, under **Invite participant** pick them in **Select teammate**, add a note if you like, and press **Invite teammate**. Nova rings them in.
4. To hand the call off, under **Transfer or merge** pick where it goes, such as **Internal user**, **Team**, **Queue**, **Callback request**, **Voicemail** or **External phone**, then the person, group or number. For a group, Nova rings its best available member.
5. In the second list, pick how:
   - **Warm transfer**: they join so you can introduce the caller. The call becomes theirs when someone presses **Complete transfer**.
   - **Blind transfer**: a teammate gets the call as soon as they answer.
   - **Merge**: everyone stays on the call and you keep ownership.
   - **Takeover**: they join and take ownership when the transfer is completed.
6. Add a handoff note and press the button below it, which reads "Create" followed by the kind you picked.
7. While a handoff waits, the call shows **Transfer active** and a card with **Accept transfer**, **Decline**, **Complete transfer** and **Cancel transfer**, as your role allows.
8. To change who is responsible without moving the call, under **Assign ownership** pick someone in **Select new owner**, add a **Reason code** and note if you like, and press **Assign owner**.
9. To listen in, under **Supervisor controls** choose **Monitor** (listen only), **Whisper** (only the teammate you coach hears you) or **Barge** (join the conversation). Pick the supervisor in **Select supervisor user**, and for **Whisper** who to coach, then press the button reading "Apply" and the action. Nova rings the supervisor in. **Remove** under **Active supervisor participants**, or **Disconnect**, takes them off again.

## What you see

- The tiles at the top count **Visible Sessions**, **Connected** calls, **Pending Transfers** and the **Longest Live** call.
- **Your transfer offers** lists calls someone wants to hand to you. Press **Accept** or **Decline**.
- **Callback request** ends the call at once and records a callback for the owner you pick (or the current owner). **Voicemail** sends the caller to voicemail at once.
- The selected call shows its owner, **Talk time**, **Participants**, **Transfers**, **Ownership changes** and, further down, its **Session timeline**.
- **Scope lens** changes whose calls you see; **Auto-resolve best scope** picks for you.
- **Open Calls Desk** opens the call history; see [[review-calls-and-voicemails]].

## If something looks different

- **No live call sessions match the current filter.**: nobody is on a call in this scope, or **Session status** is too narrow. **Refresh live state** updates the board.
- A yellow notice says the board is focused on one call: press **Clear focus**. **Session status** stays locked until you do.
- **Accept** and **Decline** under **Your transfer offers** are greyed out: press **Open session** first.
- A message says only the current owner can do this: ask the owner, or someone whose role can override ownership.
- A message says a transfer is already active: complete or cancel that one first.

[[route:/communications/live-calls|Open Live Calls]]