Some customers have requested the ability for Communicate Users to forward calls to a Queue Name rather than a phone number, to make it easier on end users. We have added this as an enhancement to the Communicate Role, but in the immediate term we created a workaround to solve this use case. If you follow these steps to recreate the workaround your Communicate users will be able to forward calls to a Queue Name.
#1.) Go into the Roles/Permissions in Admin and find the "Communicate - User" Role and click the "Edit Role".
#2.) Go into the "Permissions" tab, select the Show All Permissions, and then in the search put in "call". Once the list sorts find the "Conversation > Call > Monitor" and click to add it to the permissions. Then Save the changes.
#3) Go test as you should now be able to transfer the call to a queue!