Transfer Module Overview

The Transfer Module allows calls to be sent directly to a predefined extension without human intervention. Transfers can be routed to an internal extension, operator, or external destination.

Types of Transfer

1. Blind Transfer – The system dials the specified number and transfers the caller without monitoring whether the destination answers.
2. Controlled Transfer – The transfer process is monitored, and if the call fails (busy or no answer), an error action is executed.

When to Use Each Type:

• Blind Transfer – Recommended when the destination is expected to always answer, such as an operator or another queue.
• Controlled Transfer – Recommended when call success is uncertain; failure triggers a fallback action.

Example of a Controlled Transfer

A Transfer Module is defined in the call flow.

• The system dials the destination number.
• The call rings for the configured duration.
• If unanswered, the transfer is cancelled, and an error action is executed (e.g., routing the caller to a voicemail).

Creating a New Transfer

1. Access the Transfer Settings

• In the Explorer pane, navigate to Phone & Text > Transfers.
• A list of existing Transfers will be displayed.

2. Add and Configure a New Transfer

• Click Add to create a new Transfer.
• Configure the following settings:
  • Name – Assign a name to the Transfer (displayed in reports).
  • Destination – Specify the transfer destination.
    • For Controlled Transfers, pauses and post-dial digits can be added.
    • Example: 568,,2 – Calls 568, waits 2 seconds, then sends DTMF "2", and finally transfers the call.
    • Useful when transferring to a destination with a menu where the choice is preselected.
• Prompt – Before transferring, play the selected Prompt for the caller.
• Transfer Type:
  • Blind – Transfers the call immediately without monitoring.
  • Controlled – Transfers the call only when the destination answers.
• Voice Recording (Controlled Transfers Only) – Enables call recording (Playback available in Supervisor Tracking).

Caller Line Identification (CLI) Settings

CLI Type:

• Use Channel CLI – Uses the channel’s CLI.
• Use Caller CLI – Displays the caller’s CLI.
• Use as CLI – Uses the CLI specified in the Use as CLI field.

CLI Configuration:

• If CLI Type = "Use as CLI", specify the CLI to use.
• If CLI Type = "Use Caller CLI", $CLI is replaced with the caller’s CLI.
• Example: If the field contains 33$CLI, the agent’s phone will display 33<caller CLI>.

Diverting CLI Settings

Diverting CLI Type:

• Use Channel CLI – Uses the channel’s CLI in the diversion header.
• Use DNIS – Uses the originally dialled number (DNIS).
• Use as CLI – Uses the CLI specified in "Use as CLI".

Diverting CLI – If Diverting CLI Type = "Use as CLI", specify the CLI to be used.

Additional Transfer Settings

• Timeout – Defines the maximum time the system will allow the destination to ring.
  • If unanswered, the Error Module is executed.
• Error Module – Specifies the next step in the call flow if the transfer fails.
  • Click the configure button to define the action.

3. Save the Transfer Configuration

• Click Add to save the new Transfer.