Transfer, take over or coach a live call

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.

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, voicemails and recordings.

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.

Open Live Calls