Configuring options and adding devices to Transfer activities

The following procedures tell you how to:
  • Set a destination
  • Set a dialable number as the destination
  • Add a new device as the destination
  • Set the dialing properties
  • Set the reporting and timeout options
To set a destination
  1. Select the Transfer activity.
  2. In the Properties pane, after Destination, click ....
  3. Select a destination from one of the following tabs and click OK.
    • Extension
    • Queue
      Note:

      Ring Groups can be set as destinations, but the workflow’s port must be located on the same media server as the Ring Groups.

    • Queue Group
      Note:

      Only unified queue groups containing a SIP queue are supported. For more information on unified queue groups, see the "Adding Unified queue groups".

      Note:

      When transferring to a virtual queue group, the Transfer activity will route to the first queue on the same media server as the IVR port. If the status of this queue is Offline, it will route to the next local queue configured in the queue group. If all local queues are Offline, it will route to the first remote queue. Queues in Do Not Disturb are considered Online.

    • Variable
  4. Click Save.
To set a dialable number or SIP address as the destination
  1. Select the Transfer activity.
  2. In the Properties pane, after Destination, type the dialable number or SIP address.

    A dialable number cannot include punctuation marks.

  3. Click Save.
To add a new device as the destination
  1. Select the Transfer activity.
  2. In the Properties pane, after Destination, click ....
  3. Click Add.
  4. Select one of the following from the drop-down list:
    • Extension
    • Queue
    • Queue group
      Note:

      Only unified queue groups containing a SIP queue are supported. For more information on unified queue groups, see the "Adding Unified queue groups".

    • Variable
  5. In the Extension, Queue, Queue Group, or Variable tab, at the top of the dialog box, click Add.
  6. To add a new extension, see "Adding extensions for IVR Routing".
  7. To add a new queue, in the Queue pane, follow the steps under "Adding queues".
    Note:
  8. To add a new unified queue group, follow the corresponding steps in the "Adding Unified queue groups".
  9. To add a new variable, follow the corresponding steps in "Adding variables".
  10. Click Save.
To set the dialing properties
  1. Select the Transfer activity.
  2. In the Properties pane, after Transfer Type, to instruct the activity to hold calls transferred to busy lines, in the Properties pane, select the Camp On Busy check box.
  3. To append outbound calls with a prefix digit, in the Properties pane, select the External Transfer check box.

    The prefix digits appended to external transfers are defined on the media server.

  4. Select Blind or Supervised from the drop-down list.
  5. Click Save.
To configure the reporting and timeout options
  1. Select the Transfer activity.
  2. To enable reporting, select the Child Reporting Enabled check box.
  3. To set the duration that a call is put on hold during a transfer, after Timeout Duration, enter the time allotted for the transfer.
  4. Click Save.
Parent topic: Configuring the Transfer activity
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