Workflow Command: Transfer Call
Written by B3Networks Academy
Updated at December 14th, 2023
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Table of Contents
Transfer Call
In this command, users are allowed to transfer the incoming calls from their Auto Attendant number(s) to:
- Phone Number
-
Extension:
- Extension
- Extension Group
- Call Center queue(s)
1. Phone Number
Configuration:
- Select Country code by selecting country flag
- Key in the phone numbers (e.g: 61111111)
- Press Enter
- Save
2. Extensions
Transfer directly to User Extensions
Use case:
Transfer calls to one or many extensions.
Configuration:
- Choose Extension Type:
- Extension
- Extension Group
- Select the Extension(s)
- Save
Transfer to User Extension by keys pressed
Use case:
Callers can press a direct User extension number to reach a particular user.
Configuration:
- Gather Input Message
- Gather Type - Any Digit
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Max digits: " The digit length of users' extension numbers".
- Ex: if your user extensions are 100 - 900 then put in the Max digit is 3.
- At Block type, choose Transfer call
- At Transfer to, choose Extension
- Toggle "Forward to extension by keys pressed"
- Select extension type: Extension
- Save
3. Call Center
Configuration:
- Select Call Center Queue
- Save
Call Transfer Logic:
The logic to handle the calls that are transferred from AA to Extension or Call Group will follow two principles:
- When the incoming calls go through the Auto Attendant, it will follow the AA setup for handling calls.
- In case, when the Auto Attendant does not have further actions to handle the missed call, the incoming call will follow the settings of the extension & call group.
Incoming Caller ID:
The number to receive calls may be the user's personal phone number.
Therefore, you may want to know whether the call you are about to answer is a private or business call.
There are 2 options:
- Present Calling Party Number: The number of the caller
- Present Original Called Number: The incoming number that receives the call
