Set up a Transfer to Number action

This operation transfers a call to a telephone number outside your organization. For example, use this option to route interactions to an after-hours call center or to transfer interactions that come in after hours to a different office. The flow author presets the destination telephone number. The caller has no control over the destination.

Note: For existing calls, Architect tries to use the same trunk and site as the inbound call. However, if the trunk is in use by multiple sites, Architect uses the default site.

  1. From the Toolbox, expand the Transfer category and drag a Transfer to Number action to the appropriate location in the flow menu.
  2. In the Name field, type a meaningful name for the transfer action. This name becomes the name of the transfer node in the flow menu.
  3. (Flow menus only) Set DTMF and optional speech recognition settings:
    1. Click the DTMF dialpad and choose the key that callers press to enter a caller data entry operation.  
    2. In the Speech Recognition field, optionally add words or phrases to associate with menu options.
    3. To allow users to press this number from any menu to find extensions, select the DTMF goes to this menu choice from any menu check box.
    4. To send the user to the current menu if the speech recognition engine matches the verbal request anywhere in the flow, select the Speech recognition terms go to this menu choice from any menu check box.
    5. In the Speech Recognition field, optionally add words or phrases to associate with menu options.
  4. In the Number area, enter a destination telephone number in this field. 
    Note: You can enter string data here, which allows you to type anything you like (numbers, letters, dashes, parenthesis). In addition to telephone numbers, you can enter:
    •  A SIP address, such as SIP:John.Doe@company.com.
    •  A word-based phone number (1-800-RENT-NOW).
    •  A call attribute in the form $(ATTR_NAME) replacing ATTR_NAME with the name of any call attribute. This attribute allows the parameter to populate with a call attribute set earlier in Architect.
  5. (Optional) If the Release Link Transfer feature is active in external trunk settings, configure the Boolean value. For more information, see Transfer to Number action.
  6. To override the default call timeout setting Genesys Cloud uses before transferring the call to the next available group member, do the following:
    1. Click Connect Timeout.
    2. Use the + or  – buttons, or manually enter the appropriate value in seconds or milliseconds.
    3. If this flow is a published flow, republish it. This step ensures that existing flows follow the configured failure path for unsuccessful transfers. 
  7. (Optional) Under Pre-Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play before the system transfers the interaction.
  8. (Optional) Under Failed Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller if the transfer action detects a failure.
  9. (Flow tasks only) Configure the transfer action’s Failure path if the system cannot transfer the interaction to the user.

    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.

  10. Continue creating the task per your flow design.