February 12, 2026 release notes

February 12, 2026 release notes

What's new

Deskphone-to-deskphone IVR transfer lets you move an active IVR call between deskphones during the conversation. The transfer happens by dialing the receiving teammate's extension, which keeps the call in progress while it is handed off.

When to use IVR transfer

Use IVR transfer when a live call needs to move to another teammate without ending the conversation. Common cases include:

• Passing a caller to the teammate who owns the next step
• Moving an active IVR call to someone with the right context or permission
• Handing off a call when the current deskphone user is no longer available

Use the transfer only for active IVR calls. It is not intended for unrelated outbound dialing or for creating a new call flow.

Setup overview

The transfer flow relies on deskphone extensions already being assigned to teammates. To use the feature, the caller must already be in an active IVR call, and the receiving teammate must have an available deskphone extension.

Basic flow

1. Answer or receive the active IVR call on a deskphone.
2. Dial the teammate's extension.
3. Complete the handoff so the receiving deskphone takes over the call.

What to confirm

• The original call remains active during the transfer.
• The receiving teammate can answer the handoff on their deskphone.
• The caller stays in the IVR conversation while the transfer completes.

Expected behavior

When the transfer succeeds, the live IVR call moves from one deskphone to another without restarting the conversation. The caller continues through the same call session, and the receiving teammate takes over control of the interaction.

If the transfer cannot complete, keep the caller informed and retry only after verifying the destination extension and deskphone availability.

ACEIRT™ Fusion supports this workflow as part of its IVR calling experience.