Transfer to agent

Feature 0008

Category Utilities
Feature No. 0008
Feature Name Transfer to Agent
Function Transfers the call to the configured destination. This feature inherits the menu to determine the configured transfer point for this menu. Although the feature references a transfer to an agent, the transfer destination can be any destination including non-agent paths.

IVR Input

  1. Product-Based Menu Caller selects a transfer option from a product or service menu.
    Example: Press 0 to speak with an agent

  2. Function-Based Menu Caller selects the transfer option from a utility or system menu.

    Example: Press option for Transfer to Agent

  3. Transfer Request Caller requests transfer via IVR input or through configured error-handling paths.

    4. Examples include:

    • Press 0 to speak with an agent
    • Escalation from other IVR features
    • Transfer after repeated invalid attempts

IVR Output

  • Caller is transferred to the configured destination or agent queue.

Configuration

General Settings Status
Active Yes
System Feature Yes
Requires Authentication No
Entities Must be Open No
Enabled for Menu Builder Yes
Enabled for Expert Mode No
Type System
Category Utilities
Minimum Access Level Inquiry Only
Transfer Point 0008- Transfer to Agent

Business Product Requirements

Required Products

None

Optional Products

None

Exceptions

No configuration points

Prompts

Description Prompt Name Verbiage
Default Prompts for Menu IVR_ToTransferTo To transfer to