### Answer During a warm transfer, the caller hears on-hold music (default is a standard ringtone) while the agent connects to the destination, and this on-hold music is a configurable setting [(1) ]() . If the destination is an IVR system, the "Navigate IVR" setting can be turned on so the agent navigates it on the caller's behalf . There's a known issue reported by users where the caller can actually hear the AI agent's conversation with the person it's transferring to (the whisper/debrief message) , rather than being kept on hold with music during that exchange [(2) ]() . Multiple users confirmed experiencing this same problem, and the Retell team acknowledged it was on their roadmap but could not be fixed in the short term at the time of that discussion . A related community feature request asks for the AI agent to stay on the line and remain conversational with the caller during the transfer process instead of placing them on hold, specifically to reduce drop-off in cold call scenarios [(3) ]() .

​ To learn more, see the sources I considered: [[1] Transfer call tool (single & multi-prompt agents)](https://docs.retellai.com/build/single-multi-prompt/transfer-call) [[2] Warm Transfers](https://discord.com/channels/1186424376300679209/1289365041010835518) [[3] Keep AI Agent on the Line During Warm Transfer](https://community.retellai.com/t/keep-ai-agent-on-the-line-during-warm-transfer/173) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.