Transfer to Flow action

AI-generated summary

Genesys Cloud's Transfer to Flow action enables transferring interactions to different inbound call flows within the system. The feature is exclusively available in call flows and can be used in menu choices and task sequences. Key components include: Configuration options: - Name field for labeling transfer nodes - Inbound Call Flow dropdown for destination selection - Pre-Transfer Audio for configuring prompts before transfer - Failed Transfer Audio for error scenarios Failure handling: - Error outputs include errorType and errorMessage variables - Success path indicates error-free execution - Failure path triggers when errors occur or processing problems arise - Automatic failure routing during network connectivity issues Security considerations: - In secure flows, system overrides failure paths and disconnects calls - Uses blind transfers instead of consultation VXML transfers - Applies to transfers to ACD, users, external numbers, groups, flows, and voicemail Important notes: - Removed flows cause failure at transfer step - Unpublished flow selection triggers warning message - Selecting current flow restarts the flow - Menu choices include DTMF and speech recognition settings

Use the Transfer to Flow action in the menu to transfer an interaction to another inbound call flow. If the selected flow is removed from the system and no longer exists, and you do not update this transfer action, the flow will fail at this action step. If you select an unpublished flow, Architect sends a warning message. If you select to transfer the flow to the current flow, the flow that contains this action, Architect restarts the flow.

Notes:

This action is only available in call flows.
This action is available in menu choices and task sequences. Menu choices contain common settings such as DTMF and speech recognition. For more information about these additional menu choice settings, see the Suggested content.

Action	Description
Name field	The label you enter here becomes the name of the transfer node in the flow structure.
Inbound Call Flow	From the drop-down list, select the inbound flow to which to transfer the interaction.
Pre-Transfer Audio	Optionally configure a prompt to play before transferring the interaction.
Failed Transfer Audio	Optionally configure a prompt to play if the transfer action detects a failure.
Failure outputs	These outputs allow the flow author to map the results of any resulting errorType and errorMessage. errorType: A non-empty string that contains the type or category of the error. errorMessage: A non-localized failure message. The string may be empty or NOT_SET. Note: Click the arrow next to Failure Outputs to expand or collapse the list of variables.

Define success and failure paths

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, Genesys Cloud uses blind transfers. For more information, see . This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

Name	Description
Success	An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.
Failure	This path indicates that there was an error executing the action or there was a problem processing the results from a data action. Specify the action if Architect is not able to transfer the call. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance. Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Name

Description

Success

An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.

Failure

This path indicates that there was an error executing the action or there was a problem processing the results from a data action. Specify the action if Architect is not able to transfer the call. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance.

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

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Transfer to Flow action

Define success and failure paths

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