Transfer

Transfer is one of the end components in a call flow. When a call reaches it, the caller is blind-transferred to a destination you pick, and their journey through the current flow stops there. You can also play a prompt beforehand to let the caller know they are being moved.

Note

A blind transfer hands the caller straight to the destination without checking whether it answers first. There is no consultation or announcement to the receiving party: once the transfer fires, the caller leaves this flow and cannot come back to it.

Where you can send callers

A Transfer component can hand a call off to any of these destinations:

• Extension
• Extension Voicemail
• Ring Group
• Queue
• Group Voicemail
• Conference
• External Number
• Call Flow
• IVR (Interactive Voice Response, the automated menu that lets callers self-route by pressing keys)
• AI Receptionist
• Custom

Prompts you can play

Before the transfer takes place, you can optionally play one of three prompt types:

• Custom Prompt: an existing custom prompt, or a new one you record from an extension or upload as an audio file.
• Music on Hold (MoH): one of your configured Music on Hold entries.
• Text to Speech (TTS): text you type, spoken aloud in the language and voice style you choose.

Note

• Music on Hold prompts must already exist under PBX Settings > Voice Prompt > Music on Hold before you can select one here.

  

• Text to Speech is only available once you turn the feature on under Integrations > AI.

  

Configure the component

1. Drag the Transfer component onto your call flow, then click it to open its settings.

   

2. Use the Destination drop-down lists to choose where callers go.

   

   Option	Sends the call to
   Extension	A specific extension.
   Extension Voicemail	A specific extension’s voicemail box.
   Ring Group	A specific ring group.
   Queue	A specific queue.
   Group Voicemail	A specific group voicemail box.
   Conference	A specific conference.
   External Number	A specific external number.
   Call Flow	Another call flow.
   IVR	A specific IVR.
   AI Receptionist	A specific AI receptionist.
   Custom	A destination you define yourself (see below).

   Custom destinations

   With Custom selected, define the target in one of two ways:

   • Enter a number directly: type a value in the Destination Number field. It can be a regular phone number or a feature code.
     • Regular number example: 1000 sends callers to internal extension 1000.
     • Feature code example: *781801 dials the feature code and logs the caller into queue 81801.
   • Build the number dynamically: click the fx icon () and enter an expression. For example, $HttpRequest1.responseContent takes the on-duty number returned by an upstream HTTP Request 1 component and routes the caller there.

   Note

   • To transfer to a feature code, first enable Dial Feature Code.
   • In-call feature codes are not supported as destinations, for example Record (*1), Park (*5, *05), Transfer (*3, *03), and Flip (*01).
   • For the variables and functions you can use in an expression, see Variables and Functions in Cloud Voice Expression.

   If the custom destination has its own mailbox, an extension voicemail or a group voicemail, say, you can turn on Transfer to Voicemail to drop callers straight into it.

   Caution

   For an External Number destination: when Filter Number is enabled (PBX Settings > Preferences), the system strips every special character except digits, +, *, and # from the custom number before it reaches the trunk.

3. Optional: Add a prompt or a spoken message to announce the transfer.

   Custom Prompt

   

   1. Click Custom Prompt.
   2. Choose your prompt(s). Select an existing one from the Prompt list, or click Record New to capture one from an extension or Upload to add an audio file.
   3. Optional: Select Enable Loop Playback to repeat the prompt(s).

   Note

   • You can add up to 5 custom prompts.
   • A newly recorded or uploaded prompt is saved to PBX Settings > Voice Prompt > Custom Prompt.
   • A looped prompt stops if the next connected component has its own prompt, which then takes over.

   Music on Hold

   

   1. Select Music on Hold.
   2. Pick an entry from the Music on Hold list.

   Text to Speech (TTS)

   

   1. Select Text to Speech.
   2. Fill in the remaining fields to turn your text into speech. Both fixed and dynamic text are supported:

      • Static text: type it straight into the Text field.

      • Dynamic text: type text and drop in placeholders backed by variables so the message assembles itself at runtime. You can also set a generation timeout; if the speech isn’t ready in time, the caller moves on to the next component without hearing anything.

        

   Note

   Generated speech is saved to the system and synced to PBX Settings > Voice Prompt > Custom Prompt.

4. Click Confirm in the bottom-right corner. The destination you picked now shows on the component.

   

Variables

When a Transfer component uses TTS, the system records the outcome in a variable. You can read that value from any expression-aware component, Condition, for instance, and branch the call on it.

Note

Because a flow can hold several Transfer components, each one is numbered in the order you add it (Transfer 1, Transfer 2, and so on). Include the matching index in the variable name so you read from the right component.

Variable	Type	Description	Example
$Transfer{index}.ttsResult	String	The result of the component’s Text-to-Speech conversion. TransferTTSResult.Success, the text was converted and played to the caller. TransferTTSResult.Timeout, the text wasn’t converted before the timeout, so the caller was sent to the next component without a prompt.	$Transfer1.ttsResult(STRING)=TransferTTSResult.Success

What it can connect to

Transfer has a single built-in Call End branch, which you can connect to one of the components below.

Note

Every component you can attach here does background work (reading data, sending an email, or calling an external service). None of them route the caller somewhere new, so they run after the caller has already been handed off. That is why Transfer still counts as an end component even though the branch can connect onward.

Component	Purpose
Internal Data Ops	Read from and write to the Cloud Voice system’s own database. See Get Extension Presence Status, Set Extension Presence Status, Get Queue Agent, Get Queue Info, Get Agent Status, Set Agent Status, Get System Info, Get System Capacity, Get Extension Info, and Get Company Contact Info.
Email Sender	Send an email for real-time notifications, alerts, or user-specific details.
Database Access	Run a SQL (Structured Query Language) operation against a database mid-flow to read or update data.
HTTP Request	Send an HTTP (HyperText Transfer Protocol) request to an external server to exchange data with a third-party service.