Human Handoff

The Human Handoff page (/voice/advanced/handoff) configures how VoiceIQ transfers calls to human agents — globally, across all Departments.

Transfer Destination

Field	Description
Fallback Number	Used when a Department has no Default Transfer Number of its own.

Handoff Mode

Controls how the caller is connected to a human agent:

Mode	Description
Teams CCaaS Conference (AI + Human)	The human agent is brought into the call through Microsoft Teams contact-center (CCaaS) as a conference, with both the AI and the human on the call.
Direct Transfer (Human Only)	The call is transferred directly to the human agent.

Warm Handoff Webhook

Field	Description
Webhook URL	Receives the call summary, transcript, ticket ID, and caller metadata before the call is connected to the human agent.
Bearer Token	Optional authentication token for the webhook endpoint.

note

The Warm Handoff Webhook requires the target endpoint to be publicly reachable. Internal-only endpoints will not receive pre-transfer notifications.

Escalation Behavior

Setting	Description
Disable Human Escalation	When on, the AI never offers to transfer the caller to a human agent. Callers are helped by the AI only, and escalation requests result in ticket creation instead.
Catch-all Transfer Attempts	Controls what happens when Strict Escalation is on and the caller's request doesn't match any configured topic. 0 = always block (deny transfer after clarification). 1 = after one failed match and a clarification, transfer to a human as a catch-all. 2+ = additional clarification rounds before the catch-all transfer.

Retry Rules

If the transfer attempt fails (for example, the destination number is busy or unreachable):

Setting	Description
Retry Count	How many times to reattempt the transfer before using the fallback (0–5).
Retry Delay (ms)	How long to wait between retry attempts, in milliseconds (200–10,000).

Ticket & Caller Safeguards

Setting	Description
Create Ticket Before Transfer	Creates a support ticket before transferring to a human agent.
Block Transfer If Ticket Fails	Prevents the transfer if the pre-transfer ticket creation fails — so no call is transferred without a ticket.
Require Caller Details Before Ticket	For unrecognized callers, the AI collects the caller's name and email before creating a ticket.

Returning Caller

Setting	Description
Detection Window (hours)	Callers with an open ticket from a call within this many hours are recognized as returning callers. Set to 0 to disable returning-caller detection.
Action	Ask — greet the caller and offer to continue the open ticket or start a new one. Continue — pick up the existing ticket automatically. Ignore — keep the ticket as background context only.

All changes are saved using the Save Settings button.