Task Flow to Transfer a Call to an Entry Point

The agent has accepted the call request from a customer. The agent can transfer the active voice call (inbound and outbound) to another entry point.

1. The agent clicks Transfer in the Agent Desktop and chooses the entry point from the Queue drop-down list.

   For more information about how to transfer a call, see the Cisco Webex Contact Center Agent Desktop User Guide.

   After the call is transferred to an entry point, the call can't be routed back to the same agent who transferred the call.

2. During the transfer, the global variable values with the same name and data type are copied to the new flow associated with the entry point selected above.

   Note	Any global variables in the first flow that don't match the name and data type of global variables in the new flow aren't carried over.

   Example

   When the agent transfers the call from flow1 to flow2 associated with an entry point:

   • • If both flow1 and flow2 have a global variable customerID of type Integer and flow2 is active, the value of the global variable customerID gets copied from flow1 to flow2.

     • If flow1 and flow2 have variable var1 with data type Integer in flow1 and String in flow2, then var1 isn't carried over from flow1 to flow2.

     • If both flow1 and flow2 have a global variable var1 of type Integer, and activities such as Set Variable or HTTP Request update the value of var1 in flow2, then var1 in flow2 has the new value.

     For more information about global variables, see Global Variables.