Transfer to User action

Use the Transfer to User action in the menu to transfer an interaction directly to a Genesys Cloud user. If the selected user is removed from the system or no longer exists, and you do not update this transfer action, the flow will fail at this action step. 

Prerequisites

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

This action is available in menu choices and task sequences. Menu choices contain common settings such as DTMF and speech recognition.

Note: In workitem flows, if an agent is assigned to and actively working on a workitem, you must use the Disconnect Workitem action before the Update Workitem action to change the workitem’s assignee.
Action Description
Name field The label you enter here becomes the name of the transfer node in the flow structure.
User From the list, select the user to which to transfer the interaction.
Allow rollover to voicemail

Select True to allow an unanswered interaction to transfer to the user’s voicemail. However, if the specified user does not have voicemail configured and the call is unanswered, the action takes the Failure path and sets the failure outputs if they are bound to a variable.

Select False if you do not want unanswered interactions to transfer to the user’s voicemail. In this case, unanswered calls take the action’s Failure path, and sets the failure outputs if they are bound to a variable.

Notes:

  • This field is not available in workitem flows.
  • You can also enter NOT_SET. In this case, the action behaves as though the setting is true and transfers unanswered interactions to the user’s voicemail. Or, if the user’s voicemail is not configured, the action takes the Failure path.
Connect Timeout

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

Notes:

  • This field is not available in workitem flows.
  • If no value is specified or if this value is not overridden, the system uses the timeout configured for the target user voicemail.
  • If the timeout configured in the organization’s settings is less than the action’s Connect Timeout, then the flow uses the organization’s timeout settings timeout. 
  • 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.

Note: This field is not available in workitem flows.
Failed Transfer Audio

Optionally configure a prompt to play if the transfer action if the transfer action detects a failure.

Note: This field is not available in workitem flows.
Failure outputs

These outputs allow the flow author to map the results of any resulting errorType and errorMessage variables when the Transfer to User action takes the failure path. 

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

Notes:

  • Click the arrow next to Failure Outputs to expand or collapse the list of variables.
  • Hover over the information icon next to errorType to display the list of allowable errorType values.

Genesys Cloud checks failure path scenarios and if none of them are met, Genesys Cloud transfers the workitem to the specified user. You can use the following errorType values:

  • ActionInvocationLimitExceeded: If a flow has successfully run the Transfer to User action more times than the flow action limit, any subsequent invocations of the action take the failure path.
  • GeneralError: If there is a general error when transferring to a user, the Transfer to User action takes the failure path.
  • InvalidUser: If the user expression resolves to NOT_SET, the Transfer to User action takes the failure path.
  • InvalidWorkitem: If the transfer operation cannot be performed on the workitem, for example, because the workitem is not found or there is a conflict for the transfer operation, the Transfer to User action takes the failure path.
  • WorkitemUpdateLimitHit: If any of the limits on the maximum number of updates that can be made to a workitem per minute or the maximum number of updates that can be made to an individual workitem per day or the maximum number of workitems that an organization can update per day has been exceeded, the Transfer to User action takes the failure path.

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

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

This path indicates that there was an error executing the action or there was a problem processing the results from a data action. Specify the action if Architect is not able to transfer the call or if Allow rollover to voicemail is set to False. 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 connectivity issues, the action automatically takes this failure path.