Set up a Transfer to ACD action


Transfer to ACD sends the interaction to the ACD assignment service for PureCloud. ACD processing uses a first in, first out (FIFO) algorithm with a language skills component. With FIFO processing, PureCloud sends the interaction that arrives the earliest to the first available resource. The language component restricts the pool of available agents to those fluent in the appropriate language. You can add an ACD transfer to a call flow menu or to a call, message, or email flow’s task sequence. Your flow design dictates how and when you use this action.



In PureCloud, the ACD system ranks conversations using "time" as the base value. Use priority to provide an increase to time used by ACD for assignment consideration. Priority ranking does not affect time in queue displayed in reporting. This article assumes you will configure priority settings in literal mode. You can also switch to expression mode to build automated priority calculations.

  • In literal mode, the priority scale is 0 to 10, with 0=lowest and 10=highest.
  • One half-star equals one point of priority. 
  • One priority point equals approximately a one-minute advantage. 

To allow priority values higher than 10, switch to expression mode and enter a calculation that adds up to the desired value. For example, to create a priority of 100, type 10 + 90.



Note: This article assumes that you set transfer variables in literal mode. You can also use the Expression Editor to create automated Priority, Queue, and Language Skill calculations by selecting variables and operators.


  1. From the Toolbox, expand the Transfer category and drag a Transfer to ACD action to the appropriate location in the flow sequence.
  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 sequence.
  3. [Call 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 a user to press this number from any menu to find an extension, select the DTMF goes to this menu choice from any menu check box.
    4. To send the interaction to the current menu operation immediately 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.
  4. Click the area at the end of the Queue field and select a queue to which to assign the interaction.
  5. (Optional) To select a customized in-queue flow instead of the default in-queue flow, click Override default in-queue handling.
    Note: When you select this option, the selection changes to In-Queue Call Flow, where you can select the non-default flow the customer hears when on hold for this queue.
  6. (Optional) Under Pre-Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller before the system transfers the interaction.
  7. (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.
    Note: Failed transfer audio plays when flow execution takes the Failure output path at runtime.
  8. Under Priority, click a star to assign a priority to the interaction. You can also set priority to another variable, expression, or literal value if you want to present your own. 
  9. (Optional) Use the supported language’s default language, or enter a literal or expression to override language skills configured in the flow’s Supported Languages container. Set the default language skill for a language in the Supported Languages container.
  10. (Optional) Click the Add ACD Skill button to select a predefined skill for agents who receive the interaction.
  11. Configure the transfer action’s Failure task if the interaction cannot be transferred to the queue.

    Note: For transfer actions included in secure flows, PureCloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, PureCloud 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.

  12. Continue building the task per your flow design.

  1. From the Toolbox, and drag a Transfer to ACD action to the appropriate location in the flow sequence.
  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 sequence.
  3. Click the area at the end of the Queue field and select a queue to which to assign the email or message.
  4. In the Priority area, click a star to assign a priority to the email. You can also set priority to another variable, expression, or literal value if you want to present your own. 
  5. To set a language skill or language detection on the flow, do one of the following:
    • From the list, select a language skill to assign to the flow.
    • Switch to expression mode and enter the desired DetectLanguage function.
      Note: The DetectLanguage function attempts to determine the language for wording contained in a string. For implementation details and examples, see the built-in Expression Help.
  6. Determine whether the conversation’s default skills combine with this action’s skills, or if the action’s skills replace the default skills.
    • If you select True, the system will append the ACD skills configured on this action to the existing skill set that is already set on the conversation.
    • If you select False, or a NOT_SET Boolean, the ACD skills you configure for this action replace the conversation’s existing skill set.
  7. (Optional) Click the Add ACD Skill button to select a predefined skill set for agents who receive the email or message.
  8. Continue building the task per your flow design.