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Configure Transfers to External Numbers

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Configure Transfers to External Numbers

Create a flow to transfer a call to a third party number.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.
User Permissions Needed
To open, edit, or create a flow:

Agentforce Contact Center Admin (Salesforce Voice) permission set.
  1. From Setup, enter Flows in the Quick Find box, then select Flows.
  2. Search for and open the omni-channel flow you want to modify or create a new omni-channel flow.
  3. Add an action element and search for Transfer to External Number. 
  4. Click Transfer to External Number to add it to your flow. 
  5. Configure these fields:
    1. Label — A display name for the action.
    2. API Name — A unique identifier for the action.
    3. Timeout Length — The maximum amount of time to pause the flow while it waits for the action to be completed. For external transfer, the flow resumes only when the external party leaves the call or doesn’t join. If the external caller joins, the flow resumes only when they leave.
  6. Under Call Configuration, configure:
    1. Record ID — The Voice Call ID for the active call.
    2. External Number — The PSTN number of the external party to connect to.
    3. Caller ID — The caller line identification number used to place the outbound call to the external party.
    4. Call Attributes (optional) — Any additional attributes to pass as flow input parameters when the flow is triggered.
  7. By default, DTMF (dual-tone multi-frequency) input is enabled for all participants, meaning any participant can send DTMF and all participants can receive it. To restrict who can send DTMF:
    1. In DTMF Routing, set Sender to the specific participants who can send DTMF input — for example, customer and service rep only.
    2. Similarly, set DTMF Receiver to determine who can receive DTMF inputs - for example, customer only.
  8. Based on the output from the flow, play a prompt to indicate that the call was transferred successfully or not or if no action was taken. You can also select a default output. Here’s how you flow might look like:
    Example flow to configure transfer to external number.
  9. Save and activate your flow.
 
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