How to transfer a call to an in-group (closer queue) with Local Closer

When you want to send a live call to a queue of closers rather than to one specific number, you use the Local Closer button. It routes the customer into an inbound group, where the next available closer picks it up. This is the backbone of any fronter-to-closer operation.

The steps

1. On a live call, click TRANSFER CONF.
2. Open the Local Closer pull-down and pick the target Ingroup. This menu lists the inbound groups your campaign is allowed to transfer into.
3. Click LOCAL CLOSER. The call is sent to another VICIdial agent through that in-group.

The DEFAULTINGROUP shortcut

There is a reserved choice called DEFAULTINGROUP. Selecting it routes the call to the default in-group for the in-group or campaign the call originated from, so you do not have to remember which queue is the right one. The Default Transfer Group field on the campaign sets which in-group is auto-selected when you open the Transfer-Conf frame, which makes the common handoff a single click.

Where the call goes

flowchart TD
  A[Fronter on live call] --> B[Open Transfer Conf]
  B --> C[Pick in group in Local Closer]
  C --> D[Click Local Closer]
  D --> E[Call enters the closer queue]
  E --> F{Closer available}
  F -->|Yes| G[Closer answers]
  F -->|No| H[Customer waits in queue]
  H --> F

Once the call is in the queue, it behaves like any inbound call into that group. A Fronter can keep dialing fresh leads while a Closer takes the transferred call. If you want to introduce the customer first, do DIAL WITH CUSTOMER against the in-group to make a Three-way call, brief the closer, then leave. Local Closer on its own is the quick, queue-based handoff, and the three-way is the warm version of the same route.

Either way, the call goes to whichever closer is free next, so a busy queue means the customer may wait a moment in line. That is the deliberate trade-off of queue-based routing: you trade a guaranteed specific person for the speed of reaching whoever is available. If no closer ever answers, the call follows the in-group's own overflow rules rather than bouncing back to you.

What controls the in-group list

Which in-groups appear in the pull-down is set by the Allowed Transfer Groups checkboxes on your campaign; Allow Closers must be enabled for that option to appear. For CLOSER campaigns, the Allowed Inbound Groups setting decides which queues those agents can take calls from, which matters for a Blended dialing inbound and outbound campaign. You can also control the menu order with the Transfer In-Group Sort Order setting, which sorts the Local Closer list by group ID, group name, or queue priority, ascending or descending.

It pays to set this up deliberately. If an agent picks the wrong queue, the call lands with closers who are not expecting it, and a long, unsorted pull-down makes that mistake easy. Sorting by queue priority puts your most important closer groups at the top, and a sensible Default Transfer Group means most handoffs need no thought at all. The DEFAULTINGROUP option keeps the rest of them quick.

For the bigger picture on closer queues, see the transfers and closers guide, and if you need to route to one specific agent instead of a queue, read how to transfer directly to another agent.

Want closer queues wired up correctly without trial and error? Our pricing page shows how quickly we can get a fronter-closer setup live for your team.