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The agent decides whether to transfer based on your real business hours and a transfer number you configure — not on anything the caller says.
When a transfer happens
A transfer is offered only when your business is open in its own timezone and a valid transfer destination is configured. The destination comes from your settings; the agent never dials a number a caller reads out or a technician's personal number.
The agent will not say a transfer succeeded until the call actually connects.
After hours and failed transfers
When you are closed, the agent explains that, gives the next opening time when it is known, and offers to book or take a message. If a transfer cannot be completed, the caller is not dropped — the agent offers to book or record the need and preserves the lead so your team can follow up.