Change in Queue Call Transfer Behavior After Update 7 (v20)

[Pat Huesers]

Hi all,

Previously, users were able to right-click a ringing call in the queue and choose Transfer, including transferring to their own extension. This allowed them to bypass the wrap-up period.

After updating to Update 7 (10/16/2025), this option is gone. I am a system admin with full permissions, and I’ve verified that Users → View → Call Operations is enabled for myself and the affected users.

Now, the Transfer option only appears if the call has already been answered by an agent. This is a new behavior.

As a result, we’ve had to reduce the wrap-up time from 90 seconds to 15 seconds so users can get calls promptly, but this is far from ideal.

Can anyone clarify whether this change was intended? Has anyone else experienced this issue? It’s causing significant workflow problems for us.

Thanks in advance for any insight.

 

[KyriacosS_3CX]

Hello,

Please wait for Update 8 that should be coming fairly soon.

Best,
KS

 

[NCLNetworkNG]

Thanks for this post. We are having issues with Queue Managers being unable to take calls that are waiting in a queue (able to pick up from IVR/while agent's extension is ringing/while agent is on the phone), so assume this must be related

 

[Gasha]

Thanks for this post. We are having issues with Queue Managers being unable to take calls that are waiting in a queue (able to pick up from IVR/while agent's extension is ringing/while agent is on the phone), so assume this must be related

Same here.

This is critical for most of our large clients that basically have multiple "self-administered" call-centers. I wish this change was communicated with the release of U7, I don't know how to package this as "intended" for our clients since U8 seems to be out of reach for a while, considering U7 just dropped.

Is there any workaround for this we could present our clients for the time being? Thanks in advance!

 

[mmurdock]

Agree. This is a critical option that has been removed. Please hotfix ASAP
M+

 

[fxbastler]

Look at the gif:
https://www.3cx.com/blog/releases/v20u8-ai-receptionist/
It's in u8. Planned as a final this year.