This guide provides step-by-step instructions on how to complete an IVR transfer. IVR transfers allow you to transfer a contact to a predetermined IVR, which can be set up and modified by an admin. This guide also provides tips on editing options and saving choices for future calls.

TABLE OF CONTENTS

• Initiating an IVR transfer
• Complete an IVR transfer

1. IVR transfers allow you to transfer the contact to a predetermined IVR. These IVRs can be setup and modified by Admin and could be a payment IVR, a route to a different department with options to enter information, or even a pre-recorded message such as terms and conditions.

Tips!

• Once selected, options such as the "IVR" and "Outcome" can be edited if you need to change them. To do this, click the "edit" icon next to your previous choice.
• It's also worth noting that the system will save your choice so the next call requiring this transfer would be quicker. However, if you need to change the destination/outcome, hit the edit icon for the respective option.

Initiating an IVR transfer

2. Select the transfer option.

3. Select the "IVR" transfer option.

4. Select the IVR you wish to transfer the contact to.

5. Transfer method is locked to "Cold" for IVR transfers as it doesn't transfer to a user/person.

6. Choose the outcome for the transfer.

7. Enter any optional notes. These will be saved to the History tab for future reference.

Complete an IVR transfer

8. Click "Confirm Transfer" to transfer the contact to the IVR.