---
title: "Calls Failing to Transfer to an Extension on Another PBX"
slug: "calls-failing-to-transfer-to-an-extension-on-another-pbx"
updated: 2026-05-19T11:54:41Z
published: 2026-05-21T21:25:58Z
canonical: "help.8x8.com/calls-failing-to-transfer-to-an-extension-on-another-pbx"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Calls Failing to Transfer to an Extension on Another PBX

## Symptom

An update to 8x8 Agent Workspace made it simpler to [transfer calls to non-agent contacts](/documentation/docs/what-s-new-for-8x8-contact-center-agents-in-december-2025). However, when trying to transfer to a non-agent contact that is an 8x8 Work user on a different PBX, the call will fail.

## Applies To

- 8x8 Agent Workspace
- Call Transfer

## Resolution

There are 2 methods you can use to transfer a call to a non-agent contact on a different PBX, via the Contact Directory, or using the transfer window.

### Transfer using the Contact Directory

1. Click on the Contact Directory at the bottom left of the Agent Workspace panel. ![ContactTransfer6.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/16845?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)
2. Find the contact you need to transfer to. ![ContactTransfer2.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/16849?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)
3. Expand the contact details. ![ContactTransfer3.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/16848?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)
4. Click on the users DID and initiate a 1:1 call. ![ContactTransfer4.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/16851?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)
5. Once the call is established, complete the transfer.

### Transfer using the Transfer Window

1. Click on the transfer button. ![ContactTransfer5.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/16850?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)
2. Find the contact you need to transfer to. ![ContactTransfer2.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/16846?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)
3. Expand the contact details. ![ContactTransfer3.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/16847?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)
4. Click on the users DID and initiate a 1:1 call. ![ContactTransfer4.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/16852?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)
5. Once the call is established, complete the transfer.

## Cause

The cause for the transfer failing is that the user is on a different PBX, and the default logic on using the new transfer method is to dial the users extension number. The system doesn’t automatically add in the cross-PBX dial code when transferring.