What It Does:
  • Seamlessly transfers the call to another destination
  • Plays a transfer message to prepare the caller
  • Handles transfer failures with fallback options
  • Maintains call context for the receiving party
Key Features:
  • Transfer Types:
    • Human Agent: Transfer to available agent
    • Phone Number: Transfer to specific number
    • Queue: Place in call queue for next available agent
  • Transfer Message: Message played before transfer
  • Fallback Options: What to do if transfer fails
  • Transfer Conditions: When to initiate transfer
Configuration Options:
  • Transfer Destination: Agent, phone number, or queue
  • Transfer Message: What to say before transferring
  • Fallback Action: What to do if transfer fails
  • Transfer Conditions: Specific triggers for transfer
Testing Tips:
  • Test transfer to different destinations
  • Verify fallback behavior when transfer fails
  • Check transfer message timing and clarity
  • Test transfer conditions and triggers
Common Use Cases:
  • Escalating complex customer issues
  • Connecting to specialized departments
  • Transferring to sales representatives
  • Routing to emergency services