> ## Documentation Index
> Fetch the complete documentation index at: https://docs.anny.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer Calls to Employees

> Let anny AI transfer calls to the right person on your team, based on availability and phone hours.

Not every request can be resolved fully automatically. With employee transfer, anny AI can route calls to the right person on your team. You decide which employees are reachable and during which hours transfers are allowed.

## Requirements

* anny AI is activated and configured.
* At least one employee is set up with a phone number and area of responsibility.
* The "Employee transfer" tool is enabled in the assistant.
* Phone hours (availability hours) are configured.

## How to set up employee transfer

<Steps>
  <Step title="Add employees">
    1. Go to Organization settings > anny AI > Configure.
    2. Open the Employees area in the left menu.
    3. Click Add employee.
    4. Set up the following information for each employee:
       1. Name
       2. Phone number (where the person is reachable)
       3. Department or area of responsibility (e.g. "Accounting", "Scheduling")
       4. Role and any special rules (e.g. "Only for invoice-related questions")
  </Step>

  <Step title="Enable the transfer tool in the assistant">
    1. Go to Organization settings > anny AI > Configure.
    2. Open Assistants in the left menu and select your assistant.
    3. Switch to the Tools tab.
    4. Add the Employee transfer tool.
    5. Activate the employees who should be available for transfers.
    6. Save the setting.
  </Step>

  <Step title="Configure phone hours">
    Phone hours determine during which times anny AI may transfer calls to employees.

    1. Go to Organization settings > anny AI > Configure.
    2. Open the Company area in the left menu.
    3. Set your phone hours (availability hours) there.
  </Step>
</Steps>

<img src="https://mintcdn.com/anny-85c98540/WI0eDTofsGdW2lVL/images/image.png?fit=max&auto=format&n=WI0eDTofsGdW2lVL&q=85&s=1519df3dc90351c6a7cf7543774ba422" alt="Image" width="2762" height="1554" data-path="images/image.png" />

<Note>
  The stored information about department and responsibility helps anny AI route calls to the right person. The more precisely you describe the responsibilities, the better the assistant can decide.
</Note>

![](https://downloads.intercomcdn.eu/i/o/niegcmk9/151485285/02055be37ba1d679f0e2139164ad/ai-anmitarbeiter-anrufweiterleitung.jpg?expires=1784559600\&signature=f6bb9d9a979318582ebce4f6617f352273188598839af625410f18fedcfef913\&req=0dBuwVD%2Frj8tlxv889ospxkks8dG9VprqrtufLsccs7AlycFtp5VpzoNEWft%0AxTqk2Fc%2Bevl1QDxnuA%3D%3D%0A)

<Note>
  If the "Employee transfer" tool hasn't been added to the assistant, it cannot transfer any calls, even when employees are set up. Also, you cannot use the same number that forwards calls to anny AI.
</Note>

![](https://downloads.intercomcdn.eu/i/o/niegcmk9/151487930/fd3c72727bab39f63374e40fd09d/ai-anmitarbeiterdurchstellen-o%CC%88ffnungszeiten.jpg?expires=1784559600\&signature=e94055a58a392d284e4743527b3e70d7ebbd67e54b85e4a20311fa76d153912f\&req=0dBuwVD9pTQolxv889osp2FvkcL6U0Aqn8lZ47icpbbSSCq0HxSy5w%2BmdC3e%0AUIlxtV%2BhpTF2lO%2FUMw%3D%3D%0A)

<Note>
  The hours set here refer solely to your employees' availability for transfers. They have nothing to do with the availability of your resources or booking options.
</Note>

Outside the configured phone hours, anny AI informs the caller that no one is personally reachable right now and offers alternative help (e.g. a booking, answering FAQs).

After setup, anny AI can transfer calls in a targeted way:

* When a caller wants to speak to a person, anny AI transfers them to the right one.
* The assistant selects the employee based on the request and the stored responsibilities.
* Transfers happen only within the configured phone hours.

## Troubleshooting

<AccordionGroup>
  <Accordion title="anny AI doesn't offer a transfer.">
    The "Employee transfer" tool wasn't enabled in the assistant. To fix this, go to Configure > Assistants > Tools and add the tool.
  </Accordion>

  <Accordion title="A transfer is offered, but no one's phone rings.">
    The employees' phone numbers aren't set up correctly, or the phone hours have ended. Check the numbers in the "Employees" area and the phone hours in the "Company" area.
  </Accordion>

  <Accordion title="anny AI always transfers to the same employee.">
    Only one employee is activated, or the responsibilities aren't clearly differentiated. Set up a clear department and area of responsibility for each employee.
  </Accordion>
</AccordionGroup>