Blindxfer

Transfers an existing call to an alternate phone number. Transferred calls remain on NICE CXone telephony equipment, but the port Where information transfers, over a network, between a computer and a server. used for the call is freed. Call progress and recordings are no longer monitored after the transfer. Additionally, because a port is not used, none of the call details after the blind transfer can be saved, including in CXone reporting.

Dependencies

• If the blind transfer requires custom SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. headers, you must use the SIPXFERPUTHD action to create them.
• Any contact history data that occurs in the script prior to Blindxfer will be stored.
• After Blindxfer is executed, CXone ports are no longer used, so you will no longer be billed for the CXone ports being used.
• If the transfer fails, CXone cannot recover the call.
• After Blindxfer is executed, reporting and call control is no longer possible in CXone.
• Long-distance charges may apply to calls transferred long-distance.
• The person receiving a call transferred by Blindxfer sees the original caller's phone number as the caller ID (ANI).
• Blindxfer triggers an Onreleaseevent action.

Supported Script Types

Phone

Comparison of Similar Actions

The following actions have similar functions, but with some key differences: 

• Placecall: Reserved for outbound calls that need their own script processing, such as spawning pre-recorded calls or prompts. For example, you can inform the call center manager that ports are nearing max, or you could spawn a survey call, and so on.
• Transfer: Transfers an existing call to an alternate phone number. Transferred calls remain in the CXone platform and the call progress continues to be monitored and recorded. On transfer, the call begins consuming two ports. Because this action uses CXone ports, call details can be saved and reporting can be used.
• BlindXfer: Transfers an existing call to an alternate phone number. Transferred calls remain on NICE CXone telephony equipment, but the port Where information transfers, over a network, between a computer and a server. used for the call is freed. Call progress and recordings are no longer monitored after the transfer. Additionally, because a port is not used, none of the call details after the blind transfer can be saved, including in CXone reporting.

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Destination	The phone number to which the call will be routed.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
DialingError	Path taken if the phone network is unable to place the call for a technical reason.

Tips & Tricks

• Onrelease action is commonly used with Blindxfer (when Blindxfer is executed, Onrelease is triggered so you can include any desired post-contact actions).
• Onrelease data that occurs after Blindxfer can still be stored.

Script Example

In this script, Begin triggers the Hours action. If the Hours of Operation profile settings show the contact center to be open, the call will be delivered to an agent. If the contact center is closed or on holiday, Blindxfer will route the call to [example phone number] 8015551212 (set in the Blindxfer properties) to be handled.

Would you like to download this script?