The Transfer activity transfers a caller to a specified destination, enabling you to send callers to a queue, queue group, variable, or other specified destination. For example, you can use a Transfer activity to route calls across queues.
Transfers can be blind or supervised. Both types of transfer place the caller on hold and transfer the call to the activity’s destination. Blind transfers are considered completed when the destination begins ringing, while supervised transfers are considered completed when the destination answers. Callers cannot hear the phone ringing during the transfer unless the transfer time exceeds the timeout.
The Transfer activity contains three branches, which determine how the call is handled in the workflow after the attempted transfer. The three branches are:
- Success—This branch determines how the workflow handles the call after the caller is transferred to the transfer destination. By default, the Success branch contains a Hang Up activity. A call routed through the Success branch is separated from the caller, who starts a new call at the transfer destination. The Hang Up activity ends the call remaining in the current workflow and clears the port for a new call.
Note:
Removing the Hang Up activity from the Success branch is not recommended as it may result in unnecessary workflow use.
- Abandon—This branch determines how the workflow handles the call when the original caller hangs up before a supervised transfer is completed. By default, the Abandon branch contains a Hang Up activity. A call routed through the Abandon branch is separated from the caller, who abandoned it when they hung up. The Hang Up activity ends the call remaining in the current workflow and clears the port for a new call.
Note:
Removing the Hang Up activity from the Abandon branch is not recommended as it may result in unnecessary workflow use.
- Failure—This branch determines how the workflow handles the call when the Transfer activity fails to connect to the destination. By default, the Failure branch contains a Hang Up activity. A call routed through the Failure branch is not separated from its caller and may continue in the workflow. By default, this branch contains a Hang Up activity that ends the call in the current workflow and clears the workflow for a new call.
You can configure the options for how and where a call is transferred, and add new devices to Transfer activities.
The Transfer activity is available in
- Inbound and Outbound workflows
- Inbound, Outbound, Management, and Callback Inbound subroutines
Note:
Blind Transfers are not supported on MiCC for SIP.