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".
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.