> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/account-management/channels/why-cant-i-call-a-user-internally-or-transfer-calls-internally.md).

# Why can’t I call a user internally or transfer calls internally?

If you cannot call another user internally, this is usually because that user has not stored any phone numbers or internal extensions in their **personal channel** has stored. 

To assign a phone number or extension to the relevant user, as an admin open the relevant user via the user overview so that you can see the routing of their personal channel. 

<figure><img src="https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2FUW9vCLdpQ3pHeFibjTHB%2FBildschirmfoto%202026-09-07%20um%2011.56.15.png?alt=media&amp;token=71a543b3-d2e6-4615-9508-a0c752e888df" alt=""><figcaption></figcaption></figure>

Now drag either an extension or a phone number from the right to the left onto the routing.\
If you now try again to call the affected user directly or transfer a call there, a corresponding call button will also be displayed.

<figure><img src="https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2FprISmmVnPmZIAG8h3elZ%2FScreenshot%202026-09-07%20at%2014-15-01%20Hans-Georg%20Kohles%20(DM)%20-%20sipgate%20-%20Slack.png?alt=media&amp;token=6f5ec23a-058d-4e0e-b955-632232f5dad9" alt=""><figcaption></figcaption></figure>


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