Overview: Transfer container in Queues (Console)

This article gives an overview of the Transfer container in Queues in Console.

In this article

Overview

In Console, the Transfer container in Queues is where you can set permissions for interaction transfers within a queue. This means that you can decide what type of destinations queue users can transfer interactions to. 

You can enable or disable agent transfers, queue transfers, UC transfers, or external transfers on a queue-by-queue basis. You can also define what caller ID will be displayed to the recipient of the external transfers or enable or disable modifications to the caller ID on external transfers.

Having this type of control over transfers in a queue allows you to manage how queue users engage with customers and handle customer interactions in general. For example, if you do not want queue users to make external transfers, you can restrict it by disabling the Allow External Transfers toggle.

Container breakdown

Allow Agent Transfers

Allow Agent Transfers is where you enable or disable transfers between queue users.

• Enabled - Queue users can transfer interactions to one another within the same queue.

• Disabled - Queue users are unable to transfer interactions to one another within the same queue.

Allow Queue Transfers

Allow Queue Transfers is where you enable or disable interaction transfers to other queues.

• Enabled - Queue users can transfer interactions to other queues outside of the current queue.

• Disabled - Queue users are unable to transfer interactions to other queues outside of the current queue.

Allow UC Transfers

Allow UC Transfers is where you enable or disable transfers to Unified Communications (UC) users. UC users also referred to as "Office users" do not have queue access. See Configure a user’s permissions (Console).

• Enabled - Queue users can transfer interactions to UC users.

• Disabled - Queue users are unable to transfer interactions to UC users.

Allow External Transfers

Allow External Transfers is where you enable or disable transfers to people and/or companies outside of your organization.

• Enabled - Queue users can transfer interactions to external people and/or companies.

• Disabled - Queue users are unable to transfer interactions to external people/or companies.

External Transfer Caller Id Type

• Customer
  When Customer is selected, the recipient of the External transfer will see the customer’s phone number as the callerID for the transferred phone call.

• Queue
  When Queue is selected, the recipient of the External transfer will see the phone number associated with the Queue as the callerID for the transferred phone call.

• Custom
  When Custom is selected, you set the phone number the recipient of the External transfer sees as the callerID for the transferred phone call.

  • External Transfer Caller ID Number: Type the phone number that you want External transfer recipients to see as the callerID for the transferred phone call in this field.

Warning: You must own the number you input into this field.

External Transfer Caller ID Modify

This field is where you choose whether or not to allow queue users to modify the caller ID when transferring to an external recipient. This means that during an external transfer, the queue user would be able to decide whether that specific external transfer has a caller ID of Customer, Queue, or Custom based on the needs of the external transfer.

• Enabled - The queue user can choose the caller ID from the options enabled for the queue. This means the queue user can decide what is the best caller ID for this interaction once it’s transferred. In this example, the queue user can choose to display the caller ID as the customer’s phone number, the queue’s phone number, or the custom caller ID.

• Disabled - The queue user can’t choose the caller ID for external transfers for interactions in this queue. The caller ID will default to what is selected in the “External Transfer Caller ID Type” dropdown menu. In this example, the “External Transfer Caller ID Type” is set to “Custom” for interactions in this queue. So, this means that the receiving party will see the custom phone number configured for this queue as the caller ID when this interaction is transferred. This is the only option available so the “Select a Caller ID” dropdown menu is grayed out.

Use case: Transfers to UC users

Suppose you have a queue that handles complex troubleshooting requests. Queue users fill out an intake form, then pass the interaction on to a specific engineer to handle. These transfers are typically completed within 2:30 minutes of accepting the interaction.

You could configure the transfer container like this:

• Allow Agent Transfers – Disabled

  • • Allow Agent Transfers is disabled in this queue because queue users do not need to be product experts to handle interactions. Therefore there is no reason for queue users to transfer an interaction. Furthermore, you want to minimize the number of transfers a customer has to go through before reaching an engineer.

• Allow Queue Transfers – Enabled

  • • This is enabled because sometimes customers accidentally reach this queue when their issue is not complex and can be handled by the standard troubleshooting queue. When this happens, queue users need to transfer the customer to the proper troubleshooting queue.

• Allow UC Transfers – Enabled

  • • Allow UC Transfers is enabled because the engineers who handle these complex troubleshooting requests are UC users. Therefore, it is essential that queue users can transfer customers to UC users.

• Allow External Transfers – Enabled

  • • Allow External Transfers is enabled because sometimes customers call in with questions about an accessory that is manufactured by another company. In these cases, queue users transfer the customer to the accessory manufacturer’s troubleshooting queue.

• External Transfer Caller ID Type – Customer

  • • When a customer is transferred to an external number (like when the customer is transferred to an accessory manufacturer) the call is usually handed off to the external number. For this reason, the customer’s caller ID should be visible to the external number, and not the queue’s number or a custom number.

• External Transfer Caller ID Modify – Disabled

  • • Since the Customer’s caller ID is the only caller ID that an external transfer recipient should receive, this setting is disabled. If it was enabled, queue users could change the caller ID from the available options.

Read more

• Overview: Message workflows for queues (Console)

• Overview: Music container in Queues (Console)

• Overview: Journey container in Queues (Console)

• Overview: Messaging container in Queues (Console)

• Overview: Queue voicemail (Console)

• Overview: Custom Tabs container in Queues (Console)