Transfer

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

Dependencies

• 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 the Blindxfer action, which does not use any ports, but also does not save any of the call details.

Supported Script Types

Phone

Comparison of Similar Actions

The following actions have similar functions, but with some key differences: 

• Placecall: Reserved for outbound calls that need their own script processing, such as spawning pre-recorded calls or prompts. For example, you can inform the call center manager that ports are nearing max, or you could spawn a survey call, and so on.
• Transfer: Transfers an existing call to an alternate phone number. Transferred calls remain in the CXone platform and the call progress continues to be monitored and recorded. On transfer, the call begins consuming two ports. Because this action uses CXone ports, call details can be saved and reporting can be used.
• BlindXfer: Transfers an existing call to an alternate phone number. Transferred calls remain on NICE CXone telephony equipment, but the port Where information transfers, over a network, between a computer and a server. used for the call is freed. Call progress and recordings are no longer monitored after the transfer. Additionally, because a port is not used, none of the call details after the blind transfer can be saved, including in CXone reporting.

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
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 CXone 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 ACD  skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge number assigned to the outbound portion of the call. By default, the outbound leg The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. uses the same skill as the inbound leg. In the Transfer action, Skill is used for reporting.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
DialingError	Path taken if the phone network is unable to place the call for a technical reason.
Busy	Path taken if the call results in a busy signal.
NoAnswer	Path taken when the destination party does not answer before or within seconds set in the Timeout property. The call may be terminated with the Hangup action.
InvalidNumber	Path taken if the phone number is invalid, with an incorrect number format or other error.