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Transfer Action

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Terminating Action

The "Transfer" action is a terminating action that is available at the IVR flow level or as a sub-action to a condition that has been met. You'll be limited to one terminating action at the parent level of each IVR and one as a sub-action per each conditional step desired.


Adding a Transfer Action to an IVR

  1. While configuring a new IVR Call Flow (or editing an existing one), select the "+" box to add a new condition/action

  2. Select "Transfer (action)" from the dropdown list
    *You will not be able to add a transfer event if another terminating action (transfer, drop call, or digit menu) already exists at the bottom of the IVR flow

  3. In the "Transfer" menu, fill out all fields

Action Name - What will this conditional step be displayed as in the flow and in historical reporting? As an example, you may call it "Xfer to Support Team"

Destination Type - Here you'll select which type of destination you need and the applicable fields will be presented.

  1. "Transfer to IVR" will allow you to define another existing IVR as the transfer destination.
  2. "Transfer to Skill" will allow you to define an existing skill group (queue) as the transfer destination.
  3. "Transfer to Agent" will allow you to select a specific agent as the transfer destination.
  4. "Transfer to Dialable Number" will allow you to list a number as the transfer destination.
    This may include external phone numbers or internal extensions.

Use Parameter Defined Destination - This is an optional destination for IVR, Skill, and Agent transfers is more dynamic than a static selection from an IVR/Skill/Agent list.
If this radio button is selected, you'll be prompted to enter the session parameter that should be referenced.
As an example, if there is a data dip action earlier in the IVR flow and a session parameter of "assigned_rep" and a value of "Sam Jones (245)" is associated to the call, we'd transfer the call to Sam Jones.
If the session parameter name is not recognized or the returned value is not an existing agent, the call will flow to the next step.



Adding a Transfer Action to an existing condition as a sub-action

  1. If you would like to add a transfer event to an existing conditional step, simply hover over the bottom edge of the condition until an indented "+" box appears. Then select the "+" option:

  2. Select "Transfer - Action" from the resulting dropdown menu and follow all steps as outlined above.

Updated 3 months ago