Overview: Transfer container in Queues (Edify Console)

Edify Console > Queues > Overview: Transfer container in Queues (Edify Console)

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

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In Edify 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.

In Edify Console, navigate to Queues > [Queue] > Transfer container.

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.

Allow Queue Transfers

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

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 (Edify Console).

Allow External Transfers

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

External Transfer Caller Id Type

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.

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: