TRANSFER

TRANSFER directs an existing call to an alternate phone number outside the NICE inContact system. Transferred calls remain on the NICE inContact 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 NICE inContact software components such as ACD, Personal Connection, or Studio.

Supported Script Types

Phone

Properties

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 inContact 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 SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge number assigned to the outbound portion of the call. By default, the outbound legAn active piece of a call that connects between routers, gateways, or telephony devices. uses the same skill as the inbound leg. This is mainly used for reporting.

Branches

Default

Branch followed once the destination party answers or if any of the other conditions are triggered but not configured.

OnDialingError

Branch followed if the phone network is unable to place the call for a technical reason.

OnBusy

Branch followed when the destination party's phone is off-hook (that is, busy) and no forwarding is enabled.

OnNoAnswer

Branch followed when the destination party does not answer beyond the No Answer Timeout. This also results in the call being considered as an abandoned callCall that enters the contact center system, but the caller ends the call before reaching an agent..

OnInvalidNumber

Branch followed when the dialed number is invalid.

Tips and 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.