Transfer To Classic Logic Panel

Overview

The Transfer to Classic Logic panel initiates an agentless outbound phone call through Classic Logic. It is designed specifically for use with OmniOut agentless campaigns and is not intended for other purposes.

Before You Begin

This panel works as part of a larger OmniOut campaign flow. When the campaign launches, it triggers the designated Logic+ flow, which uses this panel to place an outbound call to the customer. Once the call is answered, the caller is transitioned into a Classic Logic flow where they can hear prompts and make selections based on their input, potentially resolving their needs without agent involvement. If agent support is required, the caller is smoothly transferred to an available representative.

Example Use Case

An organization runs an OmniOut campaign to proactively reach customers about an upcoming appointment. The campaign triggers a Logic+ flow that uses the Transfer to Classic Logic panel to place the outbound call. When the customer answers, they are walked through a Classic Logic IVR that allows them to confirm, reschedule, or request a callback, all without agent assistance unless needed.

Properties

• Name

  • Enter a unique, descriptive name to identify the panel.

• Description

  • Enter any notes about the panel for reference. This field is collapsed by default; select the down arrow to expand it.

• Initiates Flow

  • Designates this panel as the starting point of the Logic flow. When selected, this panel will be the first to execute when the flow is triggered. This can only be removed by setting a different panel as the flow initiator.

• Redact Data in Logging

  • Disables data logging for this panel to support data redaction requirements. This feature is available upon request and is subject to change.

Fields

• Recipient Number

  • Enter the phone number of the person to be called.

• Caller ID Number

  • Enter the number that will appear on the recipient's caller ID display when the outbound call is placed.

• Transfer Number

  • Enter the number the call should be transferred to if a transfer is required during the interaction.

• Connection Timeout

  • Specify how long the system should wait for the call to be answered before ending the attempt. If the timeout is reached without a connection, the flow will route through the Error exit path.

    • Use Number: Specify a fixed timeout value in seconds.

    • Use Variable: Reference a variable containing a numerical value.

Exits

• Error

  • The path taken if an error occurs or the connection timeout is reached without establishing a call.

Related Articles

• Creating an Agentless Flow as Part of an OmniOut Campaign [internal Confluence reference, not migrated in this run]