---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring Transfer capabilities

# Configuring Transfer capabilities {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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.

## Antes de Iniciar

Role required: admin

This step lets you set up transfer options for agents, queues, external numbers, and direct dial during a simulated call.  
Figura 1. Configure Transfer capabilities

## Procedimento

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.

## O que Fazer Depois

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://servicenow-prod.fluidtopics.net/rJ0UvePFbEezgJorP1BOyQ "Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC).") for call control feature definitions.

Continue to the final step in the simulation to [Adding participants](https://servicenow-prod.fluidtopics.net/BiV_BfDIlOHUAxA86yVajw "This step is the final phase in your simulation where you add agent details and assign call capabilities for each participant.").