Transfer

Transfer directs an existing call to an alternate phone number outside the CXone system.

Transferred calls remain on the CXone telephony platform and the call progress continues to be monitored and recorded. On transfer, the call begins consuming two ports. However, once a call has been successfully transferred, it can no longer be controlled by CXone software components such as ACD, Personal Connection, or Studio.

Supported Script Types

Phone

Properties

Property Details
Destination

A valid destination phone number.

CallerID

A valid number that is sent to the destination party's phone as the Caller ID.

The pricing for a call can change based on the Caller ID. Talk to your NICE CXone account representative if you have any questions about whether or not a Caller ID number is valid.

NoAnswerTimeout

The number of seconds the script waits before triggering the No Answer branch.

Skill

The ACD  skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge number assigned to the outbound portion of the call. By default, the outbound legClosed The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. uses the same skill as the inbound leg. In the Transfer action, Skill is used for reporting.

Branches

Branch Details

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
OnDialingError Path taken if the phone network is unable to place the call for a technical reason.
OnBusy Path taken if the call results in a busy signal.
OnNoAnswer Path taken when the destination party does not answer before or within seconds set in the Timeout property. The call may be terminated with the Hangup action.
OnInvalidNumber Path taken if the phone number is invalid, with an incorrect number format or other error.

Tips & Tricks

  • Transfer is the simplest method to transfer an incoming call. For more sophisticated transfer solutions, see Spawn, Placecall, and Link.
  • If you plan to use Transfer heavily in your script, you must take into consideration the number of allocated ports.
  • Transfer is not the same as Blindxfer, which does not use any ports, but also does not save any of the call details.