Overview
By default, agents can transfer an active interaction to any queue configured within the Sharpen environment. The Limit Transfer Access setting allows administrators to restrict which queue locations an agent can see and transfer to, giving organizations greater control over how interactions move between teams or lines of business.
This setting can be applied at the individual user level or at the User Group level, making it easy to manage for large teams.
Limit Transfer Access applies to queue locations only. It does not restrict extension-to-extension dialing or agent-to-agent transfers made through the Agents tab of the transfer menu.
Apply via Manage Users
Navigate to Admin > Configuration > Manage Users.
Locate and open the user you want to configure.
Enable the Limit Transfer Access toggle.
Once enabled, a new field will appear allowing you to specify which queue locations the user is permitted to transfer interactions to.
Add the queue locations you want to allow for that user.
Click Save.
Once configured, the agent's transfer menu in Sharpen Q will only display the queue locations that have been explicitly added to their allow list. All other queue locations will no longer be visible to that user during a transfer.
Applying via User Groups
If you need to apply transfer restrictions to multiple agents at once, it is recommended to configure this setting at the User Group level rather than updating each user individually. Navigate to Admin > Configuration > User Groups, open the relevant group, and apply the same Limit Transfer Access configuration there, located in the Queue Agent Settings section and changing Limit Transfer Access to “Enabled“.
Current Limitations
Transfer restrictions apply to queue locations only.
There is currently no ability to restrict transfers made through the Agents tab of the transfer menu, including extension-to-extension dialing or selecting a specific agent by name.
This article is part of a series on Admin Configuration topics.