Allowed Transfer Groups: choosing which in-groups a campaign can transfer to

If you want agents on a Campaign to be able to send a customer to a closer queue but not to every queue on the system, Allowed Transfer Groups is the control you reach for. It is a simple list of checkboxes, but it shapes exactly which destinations show up when an agent goes to transfer a call.

What the setting does

Allowed Transfer Groups is a set of checkbox listings on the campaign screen. You tick the in-groups that agents in this campaign are permitted to transfer calls to, and only those become valid transfer destinations. An Ingroup, short for inbound group, is the queue a call lands in and where a closer or specialist picks it up. By checking specific in-groups here, you draw a clean boundary around where this campaign's traffic can go.

There is one prerequisite worth remembering: Allow Closers must be enabled on the campaign for this option to even appear. If you cannot find the Allowed Transfer Groups checkboxes, that is the first thing to check.

How the checkboxes gate a transfer

flowchart TD
  A[Agent starts a transfer] --> B{Allow Closers enabled}
  B -->|No| C[Allowed Transfer Groups hidden]
  B -->|Yes| D[Read checked in-groups]
  D --> E{Target in-group checked}
  E -->|Yes| F[Transfer allowed]
  E -->|No| G[In-group not offered]
  F --> H[Call lands in closer queue]

The flow is straightforward. With Allow Closers on, the campaign reads the list of checked in-groups. If the destination the agent wants is checked, the transfer goes through and the call lands in that queue for a Closer to take. If it is not checked, that in-group is simply not on the table.

Why you would restrict the list

Leaving every in-group open invites mistakes. An agent under pressure can fire a Warm transfer into the wrong department, a customer ends up in a queue with no one trained to help, and the handoff falls apart. Trimming the list to the in-groups this campaign actually uses keeps the transfer frame tidy and reduces misroutes.

A few patterns that work well:

• A sales campaign that should only ever transfer into its own closer queues and a verification queue.
• A campaign that must never reach an internal-only or test in-group, so you leave those unchecked.
• A multi-product floor where each campaign transfers only to the closers who handle that product.

There is a real difference between a transfer that the system simply will not offer and one an agent has to remember not to use. Allowed Transfer Groups handles it structurally. The unchecked in-groups never appear as options, so there is nothing for an agent to misclick under pressure. That is a far more reliable guardrail than training alone, especially on a floor with new hires cycling through.

How it relates to the closer side

It helps to keep two lists straight in your head, because they live on different campaigns and do different jobs. Allowed Transfer Groups lives on the sending campaign and decides where agents there may push a call. On the receiving side, a CLOSER campaign has its own Allowed Inbound Groups list that decides which in-groups its agents pull calls from. For a blended inbound and outbound campaign, the inbound groups you select on that closer side are counted as active calls for the campaign even if not every agent is logged in to take them all.

The practical upshot: for a transfer to truly land and be answered, the destination in-group needs to be checked here in Allowed Transfer Groups on the sending campaign, and it needs to be served by agents on the receiving closer campaign. Check one without the other and a call can be allowed to leave but have no one waiting to catch it.

Related settings to set at the same time

Allowed Transfer Groups defines which in-groups are available, but two neighbors decide how that list is presented. Default Transfer Group pre-selects one of these in-groups in the transfer frame, and the sort order setting controls the order they appear in the Local Closer pull-down. For the destination side, the closer campaign that receives the call has its own Allowed Inbound Groups list that decides which queues its agents pull from. The two lists work as a pair.

For the whole picture of how transfers reach closers, see the VICIdial transfers and closers guide. If you want this routing mapped out and locked down for you, our pricing page shows what managed campaign setup covers.