# Call Transfers

A Transfer action routes the caller to a specified destination, such as an extension, the attendant, or an external telephone number.

Whenever you select a transfer Action, you can also define the transfer method as well as the subsequent incomplete transfer Action to take if the original transfer was incomplete (for example, a Ring Busy, Ring No Answer, or Invalid).

There are four types of call transfers: Blind Transfer, Supervised Transfer, Screened Transfer, and Alternate Transfer.

Note: Call transfer privileges are governed by the system's Class of Service (COS). To use a particular type of call transfer, it must first be enabled in the system COS.

## Destinations

Destination | Description/Notes
--- | ---
Specified Extension | The call is transferred to the extension specified when the call flow was set up.
Gathered Digits | The call is transferred to the digits the caller entered in response to a previous menu. This property allows a caller to key digits to reach a desired destination—for example, an extension, a mailbox or external telephone (if permitted by system programming). See Menu for the parameters that must be set for Gathered Digits to work.
Attendant | The call is transferred to the extension for the user's mailbox configured by the system administrator or user. If the Attendant is not configured, the supervised transfer action will exit via the “Fail” path, without even attempting the transfer.
Attendant/Operator | The call is transferred first to the Attendant, then to the Operator if the Attendant extension is not configured.
Operator | The call is transferred to the Operator. The Operator is the Line Group Attendant Extension programmed on the Call Director Configuration page for the line group. If this extension is not programmed, the line group attendant extension is used.

## Blind Transfers

A Blind Transfer dials the destination and then releases the call regardless whether the destination is busy or not answering.

With Call Director, the Blind Transfer action transfers a call to one of the following destinations, as configured by the call flow owner:

- An extension specified in the action properties;

- The Attendant/Operator extension;

- The extension stored as Gathered Digits during a previous Menu action that has a Multi-Key result.

The following table lists the configurable properties for the Blind Transfer action and its possible results:

Item | Value (default = bold) | Description/Notes
--- | --- | ---
PROPERTIES
Name | <user-definable> Blind Transfer | Changing an action name renames all aliases of the action.
Transfer To | <destination> Specified Extension | Select the destination to which the call is to be transferred—Specified Extension, Gathered Digits or Attendant/Operator.
Extension | <extension> Blank | Enter an extension number if Transfer To is set to Specified Extension; otherwise, leave blank.
Suppress Prompt | Disabled | Disables the system prompt that is played upon transfer.
Try Call Flow First | Disabled | Enables outgoing interflow. If the target number has a call flow, the call is transferred directly to the call flow instead of being transferred to the extension. See Override to configure your call flow for incoming interflow calls.
RESULTS
There is no result for a Blind Transfer.

## Supervised Transfer

A Supervised Transfer waits for the called party to answer before completing the transfer. If the call is not answered or the called party is busy, it returns to the call flow for further processing.

The Supervised Transfer action transfers a call to one of the following destinations, as configured by the call flow owner:

- An extension specified in action properties;

- The Attendant/Operator extension;

- The extension stored in the Gathered Digits during a previous Menu action that has a Multi-Key result.

- The Attendant extension configured in the user mailbox

- The Operator extension

The following table lists the configurable properties for the Supervised Transfer action and its possible results. The results are dependant on the path of the call flow.

Item | Value (default = bold) | Description/Notes
--- | --- | ---
PROPERTIES
Name | <user-definable> Supervised Transfer | Changing an action name renames all aliases of the action.
Transfer To | <destination> Specified Extension | Select the destination to which the call is to be transferred—Specified Extension, Gathered Digits, Attendant, Operator, or Attendant/Operator.
Extension | <extension> Blank | Enter an extension number if Transfer To is set to Specified Extension; otherwise, leave blank.
No Answer Timeout | <timeout in seconds> 10 | The number of seconds that the system waits for an answer before timing out. This setting overrides the Time Until No Answer setting in the Configuration page.
Suppress Prompt | Disabled | Disables the system prompt that is played upon transfer.
Try Call Flow First | Disabled | Enables outgoing interflow. If the target number has a call flow, the call is transferred directly to the call flow instead of being transferred to the extension. See Override to configure your call flow for incoming interflow calls.
RESULTS
Busy | Message Center | Action taken when the transfer destination is busy. The default is to play a pre-recorded system message, and then hang up.
No Answer | Message Center | Action taken when the transfer destination fails to answer within the No Answer Timeout period. The default is to play a pre-recorded system message, and then hang up.
Invalid | Message Center | Action taken if the transfer destination is invalid, as can happen for a Gathered-Digits transfer. The default is to play a pre-recorded system message, and then hang up.

## Screened Transfer

A Screened Transfer is similar to a Supervised Transfer, except that the caller's name is first recorded and then played back to the called person. The called person has the option to accept or reject the call.

The Screened Transfer action transfers a call to one of the following destinations, as configured by the call flow owner:

- An extension specified in action properties;

- The extension stored in the Gathered Digits during a previous Menu action that has a Multi-Key result.

The following table lists the configurable properties for the Screened Transfer action and its possible results. The results are dependant on the path of the call flow.

Item | Values (default = bold) | Description/Notes
--- | --- | ---
PROPERTIES
Name | <user-definable> Screened Transfer | Changing an action name renames all aliases of the action.
Transfer To | <destination> Specified Extension | Select the destination to which the call is to be transferred—Specified Extension or Gathered Digits.
Extension | <extension> | Enter an extension number if Transfer To is set to Specified Extension; otherwise, leave blank.
No Answer Timeout | <timeout in seconds> 10 | The number of seconds that the system waits for an answer before timing out. This setting overrides the Time Until No Answer setting in the Configuration page.
Suppress Prompt | Disabled | Disables the system prompt that is played upon transfer.
Try Call Flow First | Disabled | Enables outgoing interflow. If the target number has a call flow, the call is transferred directly to the call flow instead of being transferred to the extension. See Override to configure your call flow for incoming interflow calls.
RESULTS
Rejected | Message Center | The action taken when the destination rejects the transfer attempt. The default is to play a pre-recorded system message, and then hang up.
Busy | Message Center | Action taken when the transfer destination is busy. The default is to play a pre-recorded system message, and then hang up.
No Answer | Message Center | Action taken when the transfer destination fails to answer within the No Answer Timeout period. The default is to play a pre-recorded system message, and then hang up.
Invalid | Message Center | Action taken if the transfer destination is invalid, as can happen for a Gathered-Digits transfer. The default is to play a pre-recorded system message, and then hang up.

## Alternate Transfer

An Alternate Transfer is used to route calls to an external destination, such as a cell phone or pager, and for text messaging. The destination is defined by the dial string sequence, which can include commands that permit complete control of the outgoing call, including:

- Dial tone detection

- Call answer supervision

- Dialing DTMF keys

- Inserting pauses

The following table lists the properties to be configured for an Alternate Transfer and the results of the action. The results are dependant on the path of the call flow:

Item | Values ( default = bold) | Description/Notes
--- | --- | ---
PROPERTIES
Name | <defined action name> Alternate Transfer | Changing an action name renames all aliases of the action.
Dial String | <dial string> | Enter a combination of characters, up to 16 total, from the Dial String Table.
No Answer Timeout | <timeout in seconds> 10 | Number of seconds until the call is considered unanswered. Default is 10 seconds. This setting overrides the Time Until No Answer setting in the Configuration page. NOTE: This setting has no effect unless the dial string contains at least one of the "wait" codes from the Dial String Table (G,L,P, or T).
RESULTS
Timeout | Message Center | The action taken when the called destination fails to answer within the timeout period. The default is to play a relevant system message, and then hang up.

## Programming a Call Transfer Action

To program a Call Transfer action:

1. Access the Call Flow page.

2. Do one of the following:

   - For personal call flows, select Mailbox from the Call Flow list at the top of page, enter the desired Mailbox number, and then click Edit.

   - For line group call flows, select Line Group from the Call Flow list at the top of page, enter the desired Line Group number, and then click Edit.

3. Click OK. The current call flow appears.

4. Add a call transfer action (i.e. Blind Transfer, Supervised Transfer, Screened Transfer, or Alternate Transfer) to the call flow.

5. Under When I receive a Call, click the call transfer action listed in the call flow. The action's Properties and Results appear at the bottom of the window.

6. Enter or modify the properties as needed. For information, see the appropriate table above.

7. Assign actions as required to the transfer results.

8. Click Save. The call flow is saved.