Configuring Transfer capabilities

task brazil Updated Sep 10, 2026 1 min read configure-transfer-capability.md

This step in the simulator doesn't display if you didn't select Transfer capability. Any value configured in the Phone directory, in the Set Idle State capabilities step, reflects in the Transfer list.

Before you begin

Role required: admin

This step lets you set up transfer options for agents, queues, external numbers, and direct dial during a simulated call.

[Omitted image "int-transfer-capability.png"] Alt text: Configure Transfer capabilities in the simulator

Procedure

Select the transfer option in the Set agent capabilities step to activate the Transfer capabilities tab.
Enable the Agent, Queue, External number, and Direct dial tabs.

Each tab is pre-populated with five entries, which is also the maximum number of participants you can add.
Use the Edit icon to update or remove entries as needed.
Select Save and continue to proceed to the Add participants step.
Select Submit to save your selections.

What to do next

Select the phone icon in the header to view your configured voice control features in the Global call and Active call windows. See Interaction Controls Component (ICC) call features for call control feature definitions.

Continue to the final step in the simulation to Adding participants.

46 lines · 2.3 KB Wrap lines

---
title: Configuring Transfer capabilities
description: This step in the simulator doesn't display if you didn't select Transfer capability. Any value configured in the Phone directory, in the Set Idle State capabilities step, reflects in the Transfer list.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/configure-transfer-capability.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Set up the Voice Controls Simulator tool, Voice Controls Simulator tool, Enable ICC for CCaaS calls and callbacks, Configure voice, Configure omnichannel, Configure, Customer Service Management]
---

# Configuring Transfer capabilities

This step in the simulator doesn't display if you didn't select **Transfer capability**. Any value configured in the **Phone directory**, in the **Set Idle State capabilities** step, reflects in the **Transfer list**.

## Before you begin

Role required: admin

This step lets you set up transfer options for agents, queues, external numbers, and direct dial during a simulated call.

\[Omitted image "int-transfer-capability.png"\] Alt text: Configure Transfer capabilities in the simulator

## Procedure

1. Select the transfer option in the **Set agent capabilities** step to activate the **Transfer capabilities** tab.

2. Enable the **Agent**, **Queue**, **External number**, and **Direct dial** tabs.

Each tab is pre-populated with five entries, which is also the maximum number of participants you can add.

3. Use the **Edit** icon to update or remove entries as needed.

4. Select **Save and continue** to proceed to the **Add participants** step.

5. Select **Submit** to save your selections.

## What to do next

Select the phone icon in the header to view your configured voice control features in the Global call and Active call windows. See [Interaction Controls Component \(ICC\) call features](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/interaction-controls-component-icc-call-interaction-features.md) for call control feature definitions.

Continue to the final step in the simulation to [Adding participants](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/adding-participants.md).