Overview

This workflow object transfers the incoming call to a specified phone line.

1. An Example Scenario

An inbound campaign has one particular service that requires specialised assistance. If the caller nominates that service, e.g. using Enter Option, then the call is transferred directly to the phone of an agent with that specialised knowledge.

2. Add Workflow Object

  1. Open the Workspace.

  2. Select Workflows from the Resources menu.

  3. Select a workflow from the list displayed (you can also create a new one).

  4. Click the Preview icon next to your selected workflow. A schematic representation of the workflow is displayed.

  5. Click the Add New Object icon  The New Workflow Object dialog opens.

  6. Select Divert to Phone Number from the drop down selection list.

When including Divert to Phone Number in your automated workflow, enter the following details:

Field

What you should do

Workflow Object Title

Enter a meaningful name for your new object.

Dial Time

Select the time period (in seconds) that the object will pause for the destination number to be called. A setting of 15 seconds is recommended.

Diversion Phone Number

Enter the phone number to which the call will be diverted.

CLI

Select the Caller Line Identification (CLI) number that will be used for the diversion. This CLI is what the new call recipient will see.

Click Save to keep your new object and to return to the Workflow Builder.