[ACD] Configuring IVR Transfer Options
- Kathleen Glica
The content in this article is appropriate for: Administrators and Supervisors
Transfers allow for the agent to hand off a call to another resource, whether internal or external. This article details the steps needed to configure IVR Transfer options.
This is to allow the cold transfer of calls from an agent straight to a queue.
An overview on Transfers, including the steps necessary to set up the WorkFlow and other details not covered in this article can be found here.
Log in to the SC ACD and navigate to the campaign that will be used.
To configure:
From inside the selected campaign, click the Transfers tab:
In the IVR Transfer Options section, click the New Option button
Type in a Label- this will be the name of your transfer
Click the dropdown to select an IVR
This list will include all IVRs that have been created in the current Program
Click to select the Node* you wish to transfer to
*This option becomes available only when an IVR is selectedFor the above example, the selected IVR only has one node: answer
You also have the option to Delete Campaign Transfer Options
Always click Update to save any changesYou may also Clone the settings to a different program/campaign
