Prerequisites

To successfully execute the call flow, the selected user must have logged into Genesys Cloud at least once.

Use the Transfer to Secure Flow action in the menu to transfer an interaction to a published flow that contains secure data. If the selected flow is removed from the system and no longer exists and you do not update this transfer action, the flow fails at this action step. If you select an unpublished flow, Architect sends a warning message.

Note: If a supervisor or administrator actively monitors a secure interaction, the agent cannot transfer the interaction. Architect cannot automatically stop active monitoring of secure interactions. If the “More than one external participant is connected to the conversation” message appears, the agent must contact their supervisor or administrator and request that they end the monitoring session.

This action is available in menu choices and task sequences for inbound, outbound, and in-queue flows. Menu choices contain common settings such as DTMF and speech recognition. 

Action Description
Name field The label you enter here becomes the name of the transfer node in the flow structure.
Secure Call Flow Select the secure flow to which to transfer the interaction.
Invocation Data A string to be passed to the secure flow, which is available in the secure flow via the Flow.InvocationData built-in variable. This string should NOT contain secure/sensitive information, such as a credit card number.
Connect Timeout

Click to change the default timeout, in seconds or milliseconds. Use the + or  – buttons, or manually enter an appropriate value.

Notes:

  • If you do not specify a value, or if Architect does not override this value, the system uses the timeout configured for the target user voicemail.
  • If the maximum dial timeout configured for the trunk is less than the timeout setting at the flow level, the trunk’s maximum dial timeout is used. 
  • If you modify this setting, republish existing flows. This step ensures that existing flows follow the configured failure path for unsuccessful transfers.
Pre-Transfer Audio Optionally configure a prompt to play before transferring the interaction.
Failed Transfer Audio Optionally configure a prompt to play if the transfer action detects a failure.
Failure outputs

These outputs allow the flow author to map the results of any resulting errorType and errorMessage. 

  • errorType: A nonempty string that contains the type or category of the error.
  • errorMessage: A non-localized failure message. The string may be empty or NOT_SET.

Note: Click the arrow next to Failure Outputs to expand or collapse the list of variables.

Define success and failure paths

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, Genesys Cloud uses blind transfers. For more information, see Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

Name Description
Success

Ends the flow and returns the call to the secure flow. 

Note: An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the captured data is the intended result or functionality.
Failure

This path indicates that an error occurred while executing the action or that a problem occurred while processing the results from a data action. Specify the action if Architect is not able to transfer the call. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance. 

Note: If the network experiences connection issues, the action automatically takes this failure path.