Overview: Transfer workflow module (Console)

This article explains the function and implementation process of using the Transfer module when building Workflows in Console. 

In this article

Overview

Use the Transfer workflow module to move the interaction to a destination outside of the active workflow session, like another workflow, person, or queue. 

This module also terminates the workflow session, like the End module and Create Interaction module do. So, when a workflow branch reaches a point where Hammond can no longer assist, use this module to have Hammond move the interaction to another place outside of the workflow and to terminate the session.

Common use cases for the Transfer module

Below are some common use cases for using the Transfer Module:

• Resolve issues by a human: When Hammond is no longer able to assist resolving the issue himself,  he can send all the collected data he received to a live human to continue working through the issue. So, Hammond could send the interaction to a queue, specific person’s extension, ring group, or even a chat channel within App.

• Extension dialing: Provide external calls the ability to dial an employee’s extension. For example, “To reach one a specific team member, dial his or her extension now."

• Link together workflows: Connect multiple workflows together to collect more data from the customer through Hammond before sending the interaction to a live human. This ensures the agent has all the necessary data to resolve the customer’s issue quickly and efficiently.

How it works

This module enables Hammond to send all the data collected within a workflow session to another specific destination based on the interaction’s communication type (i.e. call, web chat, SMS, etc.), while also terminating the current session. 

Here’s an example. A vendor calls into the main phone number of a company, and he desires to speak to a member of the billing team. Upon calling into the company, he is greeted with Hammond saying something like, “Thanks for calling our amazing team. If you are looking to reach one of our team members, dial your party’s extension at this time. Otherwise, how else can I help you?” This is done with a Say+Intent module.

At that time, the vendor can say something like “I’d prefer to speak to the billing department.” Instantly, Hammond recognizes “billing” as an intent for the billing branch of the workflow, and the next steps of this branch go to the Transfer module.  So, Hammond proceeds to it. 

He defines that the interaction is a phone call, and this module is configured to route calls directly to the billing department’s ring group, so he executes the Transfer action and terminates this workflow session.

This is just one, simple use case for using Transfer.

Visual breakdown

Exterior structure

Interior structure

Below is the deep dive explanation for each interior area of the Transfer module. The customization workspace for this module is broken down into two types of communications: Phone and Messaging. 

Phone channel

Below is the interior structure of the Transfer module for calls routing through a workflow.

• Phone Route Type menu: This menu is where you select the destination where Hammond sends the call. The menu options include: Queue, Extension, Ring Group, Workflows, Conference, External Number, and Custom Extension. (NOTE - Before using the Custom Extension option, Hammond must first collect the extension that the customer wants to call with a Say+Gather module before the Transfer module.)

• Phone Route Data menu: This menu is where you select the specific person or location that will receive the call. This menu populates when the Voice Route Type is set to these options: Queue, Extension, Ring Group, Workflows, or Conference.

• Phone Route Data field: This input field is where you use variable replacement to inform Hammond of the specific phone number or extension to call. This input field only populates when the Voice Route Type is set to: External Number or Custom Extension.

Messaging channel

• Messaging Route Type menu: This menu is where you select the destination where Hammond sends the message interaction. The menu options include: Queue and Workflows.

• Messaging Route Data menu: This menu is where you select the specific location within the destination where Hammond sends the message. These menu options populate based on settings of the Message Route Type menu.