Blind Transfer

Transferring a voice call to either an external or third-party Dial Number (DN) through Interactive Voice Response (IVR) without agent intervention triggers the Blind Transfer activity.

The Blind Transfer activity applies when a call should be transferred to an external or third-party DN based on a flow criteria set. The transfer can also be initiated to an external bridge. The configured criteria set triggers the activity.

The following sections enable you to configure the Blind Transfer activity.

Note
When you design a flow, a Consult interaction can't include a Blind Transfer activity.

General Settings

Parameter

Description

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Transfer Dial Number

The Transfer Dial Number section indicates the DN that a call is transferred to. You can enter the number manually or select a dynamic number through a variable.

Transfer Dial Number Settings

Parameter

Description

Transfer Dial Number

Enter the DN to which a call should be transferred. This can be a specific number that is manually entered, or a dynamic number that is indicated through a flow variable.

Specific Dial Number

Enter the number to which the call must be transferred.

Variable Dial Number

Choose the flow variable from the drop-down list. The variable stores the number to which the call should be transferred.