Ontransfer

This help page is for Desktop Studio. This information is also available for Studio.

Activates when a contactClosed The person interacting with an agent, IVR, or bot in your contact center. enters a Transferred state. This can be any kind of transfer, including to an outside number or to another ACDskillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

When you trace a script in Studio, you will see the Ontransfer event trigger when the contact is transferred. For example, when the agent clicks Transfer in the agent application.

Dependencies

  • Ontransfer is an event action.
  • Ontransfer is not triggered by the Blindxfer action. Instead, Blindxfer triggers an Onrelease event action.
  • There can be only one Ontransfer event in a script.
  • When working with digital scripts, use the ONASSIGNMENT action to handle agent-to-agent transfers.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

Generic

 Chat Phone Voicemail Work Item

Properties

None

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.