Replacing Transfer Process

Estimated reading time: 7 minutes | Target users: Supervisors

The Transfer process was removed from the list of available inbound processes.

If you have been using the Transfer process in your inbound workflow, you need to replace the Transfer process with alternative processes, so that you can continue using your current project without interruption.

In this lesson, you will learn:

• What inbound processes are
• How to replace the Transfer process in your inbound workflow

Recommended knowledge:

• Intermediate knowledge of managing inbound projects in productname.label

1. About Inbound Processes

An inbound process is a set of actions, functions, automations or conditions that allow you to define how your clients can interact with your call or contact center, for example via IVR.

For more details about available inbound processes, see Inbound Processes.

1.1 Accessing the Inbound Settings Interface

1. Select a project, then select channels.menu.label > direction_1.label.
2. Open the action.toolbarbutton.label menu to see the available inbound processes.

Tip: You can view your inbound processes used for each project by navigating to productname.label menu > call_center.menu.label > processlist.win.title.

1.2 Which Transfer Types are Deprecated?

There were three Transfer types available in productname.label, and all of them are deprecated. You can replace them with more versatile and useful processes as described below.

2. Replacing the “Transfer (Deprecated) -> Jump to process” Workflow

The Transfer process -> Jump to process workflow now can be replaced with setting up the goto.label and label.label processes. In this case, goto.label should be set where the Transfer used to be, and the direction of the goto.label is indicated by the label.label.

2.1 To Set Up the goto.label and label.label Processes

1. Select a project, then select channels.menu.label > direction_1.label.
2. On the ivr.tab.label tab, select an existing timesheet.label or create a new one.
3. From the action.toolbarbutton.label dropdown menu, select label.label.
4. Set up your label.label process by renaming it and adding notes. Processes listed below the label.label process will be executed.
5. Select your timesheet.label again, then from the action.toolbarbutton.label dropdown menu, select goto.label.
6. Set up your goto.label process by renaming it, adding notes and selecting the label.label process you have just created.

Note: Setting up both a goto.label and a label.label process for the desired action is mandatory.

3. Replacing the “Transfer (Deprecated) -> Jump from phone number to process” Workflow

The Transfer process -> Jump from phone number to process workflow now can be replaced with the switch.label process. With switch.label, several parameters can be added (such as phone numbers), which then can be set up to different processes, independent from each other. switch.label operates with one default case and several other cases.

3.1 To Set up the switch.label Process

1. Select a project, then select channels.menu.label > direction_1.label.
2. On the ivr.tab.label tab, select an existing timesheet.label or create a new one.
3. From the action.toolbarbutton.label dropdown menu, select switch.label.
4. Open this switch.label process with the small triangle icon next to it.
5. Here you can see that an empty switch_default.label has been created for your switch.label process. You can set up further processes under the switch_default.label to make it work. switch_default.label means all processes that are not nested under switch_case.label.
6. Step back to the switch.label branch, then select action.toolbarbutton.label > switch_case.label. You can also create further cases with conditions and processes for the cases. switch_case.label examines if a condition set in the switch_case.label process is met. If it is, then the processes nested under the switch_case.label process are executed.

Note: If none of the conditions set in any switch_case.label process are met, the processes nested under the switch_default.label process are executed.

Tip: The most commonly used variables for switch.label when setting up phone numbers are $source (Caller number) and $destination (Called number).

4. Replacing the “Transfer (Deprecated) -> Proceed as per the defined variable” Workflow

On this occasion, an if.label process replaces the deprecated Transfer process. An if.label process evaluates only one variable as per a defined condition provided by the user. When the if.label process returns ‘true’, processes listed below the then.label process are executed. When the if.label process returns ‘false’, processes listed below the else.label process are executed.

4.1 To Set up the if.label Process

1. Select a project, then select channels.menu.label > direction_1.label.
2. On the ivr.tab.label tab, select an existing timesheet.label or create a new one.
3. From the action.toolbarbutton.label dropdown menu, select if.label.
4. On the if.label settings page under basicSettings.label, you can create one or more conditions for variables. (Additional conditions can be created by pressing the add.button.label button.)
5. Click on the small triangle icon next to the if.label process.
6. You will see the then.label and else.label sections, where you can set up processes under each of them.

Tip: You can cut and paste processes using the right-click menu’s cut.label and paste.label functions.

Congratulations!

You’ve just learned how to replace Transfer processes in the productname.label application.