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Workflow Command: Transfer Call

Transfer Call​

In this command, users are allowed to transfer the incoming calls from their Auto Attendant number(s) to:

  • Phone Number
  • Extension:
    • Extension
    • Extension Group
  • Call Center queue(s)

 

1. Phone Number​

Configuration:

  1. Select Country code by selecting country flag
  2. Key in the phone numbers  (e.g: 61111111)
  3. Press Enter
  4. Save

Note:​

  • While transferring to a phone number, users will only be able to select from a list of country codes that are whitelisted at the organizational level.

 

2. Extensions​

Transfer directly to User Extensions​

Use case: 

Transfer calls to one or many extensions.

Configuration:

  1. Choose Extension Type:
    • Extension
    • Extension Group
  2. Select the Extension(s)
  3. Save

### Transfer to User Extension by keys pressed

Use case: 

Callers can press a direct User extension number to reach a particular user.

Configuration:

  1. Gather Input Message
  2. Gather Type**- Any Digit**
  3. Max digits: " The digit length of users' extension numbers".
    • Ex: if your user extensions are 100 - 900 then put in the Max digit is 3.
  4. AtBlock type, chooseTransfer call
  5. At Transfer to, choose Extension
  6. Toggle "Forward to extension by keys pressed"
  7. Select extension type:Extension
  8. Save

### 3. Call Center

Configuration:

  1. Select Call Center Queue
  2. Save

Call Transfer Logic:​

The logic to handle the calls that are transferred from AA to Extension or Call Group will follow two principles:

  • When the incoming calls go through the Auto Attendant, it will follow the AA setup for handling calls.

* In case, when the Auto Attendant does not have further actions to handle the missed call, the incoming call will follow the settings of the extension & call group.

Incoming Caller ID:​

The number to receive calls may be the user's personal phone number.  Therefore, you may want to know whether the call you are about to answer is a private or business call. 

There are 2 options: 

  • Present Calling Party Number: The number of the caller
  • Present Original Called Number: The incoming number that receives the call