Transferring a voice interaction to an external number

Last Updated : Oct 22, 2024 |

About this task

An agent or a supervisor can transfer a voice interaction to a number outside the contact center in a single-step transfer.

Note:

Transfer to an external number feature is unavailable for an outbound call. An agent can have one active outbound call at a time.

If you want to be simultaneously ready on the hybrid voice and digital channels, ensure that you Go Ready on All Channels.
If you are logged into only the digital channel:
- Ensure that you Go Ready on voice.
- Ensure that you Go Not Ready on digital with the Not Ready reason code set to Work on Voice.

On the voice interaction card, click .
In the Enter number field, type the number to transfer the voice interaction, and click .

When the target destination for the transfer is invalid, the transfer is not processed, the call remains on hold with the agent, and the agent must unhold the call manually.

After you click an interaction to transfer, the agent is dropped from the interaction after the interaction is successful.
Optional Click , use the dial pad to type a number to transfer the voice interaction, and click .

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