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

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

If Avaya Workspaces uses the default call routing, you must dial a PSTN or a SIP number for calls to Avaya Aura X for Avaya Cloud Office (ACO) users. For example, +1xxxxxxxxxx or sip:+1xxxxxxxxxx. If your account administrator enables dedicated call routing, you must dial Avaya Aura X for Avaya Cloud Office (ACO) numbers in the <PSTN number>@domain.com format. For example, +1xxxxxxxxxx@avaya.com. You can also use Avaya Aura X for Avaya Cloud Office (ACO) extensions and dial <extension number>@domain.com. For more information about your contact center setup, contact the account administrator.