Transfer to External Number in Agentforce Contact Center

How Transfer to External Number Works

The action works the same way regardless of how it's triggered—dial the external number, join it to the call, and resume the flow when the external leg ends. What differs is who starts the transfer and whether a rep stays on the call.

• Warm transfer to a flow - A rep on a live call transfers to an Omni-Channel Flow that runs Transfer to External Number. The customer goes on hold while the external party connects. The rep completes any setup on the external side and merges the call into a three-way conversation with the caller and the external party. The rep then removes the external participant, or waits for them to drop off, to resume with the customer.
• Blind transfer to a flow - A rep on a live call makes a blind transfer to a flow. As with a blind transfer to a rep or queue, the rep drops off immediately, and the flow connects the customer directly to the external number. The rep can't rejoin the call.
• Flow-initiated, with no rep - An inbound flow invokes the action directly during treatment, such as from an IVR menu selection, with no rep ever joining the call. The external number connects to the caller, and when the external party hangs up, the flow resumes at the next node.

In every pattern, the flow—not the external leg—stays in control. Subsequent nodes, such as IVR prompts, routing actions, or record updates, run after the external party disconnects.

Keep Sensitive Keypad Entries Private

By default, every participant on the call—the caller, the rep, and the external party—can send and receive DTMF, or keypad, tones. Add sender-to-receiver rules to restrict that routing. After you add a rule, only the sender-to-receiver pairs you list can exchange tones.

This per-participant control keeps sensitive workflows secure and compliant. For example, configure the flow so a caller enters payment card details directly into an external payment system, without the rep hearing the digits: set the caller and the rep as senders, and set the external system as the only receiver. Card data flows from the caller to the external system and skips the rep. This routing supports PCI compliance for payment capture.

Your org's existing recording and transcription settings capture and transcribe the external leg automatically. The admin selects which of the org's numbers appears as the caller line identifier (CLI) on the outbound leg to the external party.

Use Cases for Transfer to External Number

Use Transfer to External Number to connect a caller to any external destination, control who hears the keypad, and resume the flow when the external leg ends. The use cases fall into three groups, based on who starts the transfer and what the external destination is.

• Secure Payment Capture with Transfer to External Number - a rep makes a warm transfer to an external payment system, such as PCI Pal. DTMF routing masks the card details the customer enters, so the rep never sees or hears them.
• Rep-Initiated Transfers to External Numbers - a rep makes a warm transfer or a blind transfer to an external destination. That destination can be a remote or home-based rep, an external specialist or partner desk, or a verification system that needs live caller input.
• Flow-Initiated Transfers to External Numbers - an inbound flow connects the caller directly to an external destination, with no rep involved. For example, an IVR menu option might dial a branch location, an interpreter line, a third-party self-service system, or a partner desk.