Use the Transfer to Number action to transfer an interaction to an external number. To access this action, from the Toolbox, expand the Transfer category. Then select the Transfer to number action.

Note: For existing calls, Architect tries to use the same trunk and site as the inbound call.

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

Name Description
Name field The label you enter here becomes the name of the transfer node in the flow structure.
Number

Enter the telephone number to which Architect transfers the interaction.

Note: Genesys recommends that you use E.164 format as follows [+][country code][area code or national destination code and the local number]. For example, +16175551212. Any other format can cause errors with the carrier.
Perform release link transfer

If this setting’s runtime value evaluates to true, the flow requests that the system process a release link transfer. A false or a NOT_SET Boolean value does not request a release link transfer. 

If the call’s BYOC Cloud or Premises Edge trunk does not support release link transfer or release link transfer is inactive, the fallback runtime behavior is to perform a standard bridge transfer. In this case, execution does not take the failure output.

Note: Release link transfer is not available for Genesys Cloud Voice.

For more information about release link transfer settings, see Release Link Transfer in External trunk settings.
Connect Timeout

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

Notes:

  • Connect Timeout is the maximum delay allowed before the system ends an outgoing call attempt.
  • If you do not specify a value or do not override it, the system uses the timeout configured for the Edge trunk connect timeout.
  • If the maximum dial timeout configured for the trunk is less than the flow level setting, the system uses the trunk’s maximum dial timeout.
  • If you modify this setting, republish existing flows. This step ensures that existing flows follow the configured failure path for unsuccessful transfers.
  • The Connect Timeout does not function when the release link transfer setting is enabled.
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 non-empty 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

This path indicates that the system did not encounter errors during the process. It is not a measure of whether the received data is the intended result or functionality.
Failure

This path indicates that there was an error running the action or there was a problem processing the results from a bridge or data action. Specify the action if Architect is not able to transfer the call. For example, a play audio action to indicate an unsuccessful action or 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.