Transfer To External Panel

Overview

The Transfer to External panel transfers a caller to a designated external phone number based on their path through the IVR flow. It is used when an interaction needs to be routed to a contact or location outside your company's Sharpen environment.

Before You Begin

This panel is straightforward; its only required setting beyond the standard panel fields is the number to transfer to. The most important consideration is placement: make sure any final messaging or data collection happens in the panels leading up to it, as the interaction will leave the Logic+ flow once the transfer is made.

Example Use Case

A company operates multiple sites that handle different types of customer inquiries. When a caller selects an option in the IVR that corresponds to a site not handled within Sharpen, the Transfer to External panel routes them directly to the appropriate location's phone number, keeping the experience seamless for the caller without requiring them to hang up and dial a new number.

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

• Transfer Number

  • Enter the ten-digit external phone number the caller should be transferred to.

Exits

• Error

  • The path taken if an error occurs and the transfer cannot be completed.