# Transfers

Leilani can transfer calls through the Directory, from the Inbox, or through TEL Functions.

Most production routing should use the [Directory](directory.md). Directory entries make transfer behavior explicit and reusable, while manual Inbox transfers are best for operator intervention.

## Directory transfers

When the caller asks for a person, team, queue, or destination, the agent can search the Directory by `display_name`.

The selected entry provides:

- `username`, the SIP transfer target
- `transfer_mode`, the handoff behavior
- `mailbox`, optional fallback message destination

If the agent transfers to a username that is not in the Directory, Leilani treats it as a direct transfer target.

## Cold transfers

A cold transfer sends the caller directly to the destination with a SIP transfer action.

Use cold transfer for:

- queues
- IVRs
- front desk destinations
- destinations that do not need context before pickup

## Warm transfers

A warm transfer screens the handoff before connecting the caller.

When a Directory entry uses `Warm`, Leilani:

1. places the original caller on hold
2. calls the target destination
3. summarizes who is calling and why
4. asks whether the target can take the call
5. transfers the caller if accepted
6. returns to the caller if declined, unavailable, or voicemail is detected

If the target is unavailable and the Directory entry has a mailbox, Leilani can collect a caller message and deliver it to that email address or E.164 phone number.

## Auto mode

`Auto` is available as a Directory transfer mode. In the current call engine, `Auto` follows the same direct transfer path as `Cold`.

Use `Warm` when you require an attended handoff. Use `Cold` or `Auto` for direct transfer behavior.

## Manual Inbox transfer

The Inbox transfer control opens a dialpad. Operators can enter `0-9`, `*`, and `#` and send that value as the transfer target for the active call.

Use manual transfer when:

- an operator knows the exact destination
- a launch or high-risk call needs supervision
- the normal Directory flow is not enough for the situation

## TEL Functions

TEL Functions transfer the active call to a fixed number or extension from a configured Function.

Use TEL Functions when transfer is part of a larger tool workflow, such as collecting details first and then sending the caller to a known destination.

TEL Functions do not use parameters, Prompt, cache, or output visibility settings.