Hide Transfer Number to Dial: locking down what agents can dial on a transfer

A free-type Number to Dial field is convenient and a little dangerous. It lets an agent transfer a customer to any number they can type, including ones you never approved. When a campaign should only ever transfer to a fixed set of destinations, you can take that field away. Hide Transfer Number to Dial does it.

What the option does

Hide Transfer Number to Dial is a campaign option, DISABLED by default. Enable it and VICIdial hides the Number to Dial field inside the Transfer-Conference frame of the agent interface. The field is gone, so there is nothing for the Agent to type into.

With the open field hidden, the only way to start a transfer is through the controls you set up: the D-presets, the Presets list, or the one-click buttons. The agent picks an approved destination instead of typing an arbitrary number.

The rest of the Transfer-Conference frame stays put. Hiding the Number to Dial field does not remove the Dial, Leave 3-Way, or Hangup controls, and it does not touch the preset links. You are taking away one thing only: the blank box where an agent could type anything. Everything else behaves exactly as it did before.

Why you would lock it down

There are a few solid reasons to hide the field:

• Compliance: stop agents from sending customers to numbers outside an approved list.
• Data integrity: every transfer lands at a known destination, so your Disposition reporting stays clean.
• Simplicity: a leaner screen with fewer ways to make a mistake during a live call.

It pairs naturally with prepopulation. Set the PrePopulate Transfer Preset so the correct number is already filled in, then hide the field so it cannot be changed. The agent gets the right destination and no way to override it.

How it changes the agent's choices

flowchart TD
  A[Agent opens Transfer-Conf frame] --> B{Hide Number to Dial}
  B -->|Disabled| C[Free-type field shown]
  C --> D[Agent can dial any number]
  B -->|Enabled| E[Field hidden]
  E --> F{Approved controls only}
  F --> G[Click a D-preset]
  F --> H[Pick from Presets list]
  F --> I[Use a one-click button]
  G --> J[Transfer to allowed destination]
  H --> J
  I --> J

Things to confirm before you turn it on

Because hiding the field removes the fallback, make sure your presets and buttons actually cover every destination agents legitimately need. If an edge case is missing, agents will have no way to reach it once the field is gone. Build out the preset list first, test it with a live Agent, then enable the hide.

Roll it out one campaign at a time. The setting is per campaign, so you can lock down a high-risk outbound campaign while leaving a flexible internal one open. Watch your transfer reports for a day or two after enabling it, and if you see agents struggling to complete a legitimate handoff, the fix is usually to add the missing destination as a preset rather than to reopen the field for everyone.

Locking down the field does not change how a handoff behaves once it starts. A Warm transfer to a Closer in an Ingroup works the same, and a Cold transfer still drops the customer cleanly. You are only constraining which destinations are reachable, per Campaign, not how the transfer itself runs.

For how this control sits alongside every other transfer setting, the transfers and closers guide has the full map. If you would rather have a hosted dialer with these guardrails configured for you, our pricing lays out the plans.