Routing interactions with the Transfer activity

The Transfer activity directs inbound messages to queues and queue groups. Administrators can configure the activity to dynamically route messages, either using the <<DestinationQueues>> variable or by routing according to database lookups For example, an administrator configures the workflow to query a database containing customer statuses. Based on the results of this query, the Transfer activity transfers Platinum customers to a priority queue.

By default, Transfer activities added to an email Inbound workflow have the <<DestinationQueues>> variable set as a destination. This variable instructs the Transfer activity to compare all addresses in the To and CC fields of the inbound email to the email addresses configured for contact center’s email queues. A copy of the email is transferred to queues matching the addresses in the To or CC fields of the inbound email. For information on associating email addresses to queues, see "Configuring general multimedia queue information".

Note:

If your contact center will be transferring emails between mail servers, ensure that all aliases are entered on the mail server page. For more information about adding aliases to the mail server, see "Configuring SMTP connections to Multimedia Contact Center".

If you use a destination other than the <<DestinationQueues>> variable in an email Inbound workflow, the email will be transferred according to the configured destination and will ignore the email addresses in the To and CC fields of the email.

The Transfer activity is available to Inbound workflows for all media types.

Transferring messages to queues, queue groups, external addresses, or variables

The following procedures explain how to transfer interactions

Transfer interactions to a queue or queue group
Transfer interaction to an external email address
Transfer interaction to a variable
Note:
This variable must be a queue-reporting number, dialable number, name, or an email address associated with the queue. The variable cannot be a personal email address.

If you transfer an interaction to a queue that you are not associated with, you will still be able to view the interaction in your Cases folder. Note that, to view the case details, you have to un-check the “Only show my items” option as you are no longer responsible for this case. Another agent associated with this queue will also be able to see this case.

To transfer an interaction to a queue or queue group

Select the Transfer activity.
Click Properties and, after Destination, click the … button.
Select either Queue or Queue group, select the queue or queue group, and click OK.
Note:
- To add a queue to the list, click Add and follow the appropriate steps under "Adding multimedia queues".
- To add a queue group to the list, click Add and follow the appropriate steps under "Adding queue groups".
Click Save.

To transfer an interaction to an external email address

Select the Transfer activity.
Click Properties and, in the Destination field, type the external email address to which interactions are transferred.
Select External Transfer.
Click Save.

To transfer an interaction to a variable

Note:

Transferring an interaction to a variable requires first inserting and configuring an activity capable of populating the Transfer activity’s destination variable.

Select the Transfer activity.
Click Properties and, in the Destination field, click the … button.
Click Variable, select a variable to identify in the interaction's contents, and click OK.
Note:
This variable must be a queue reporting number, dialable number, name, or email address associated to the queue. The variable cannot be a personal email address.
To add a variable to the list, click Add and follow the appropriate steps under "Creating Custom Variables".
Click Save.