External Transfer
The External Transfer element routes a call from the IVR to a phone number outside of MaxContact. This is useful for scenarios where callers need to be directed to a third party or an external team — for example, transferring calls to an out-of-hours service when your contact centre is closed.
Connections
| Connection | Description |
|---|---|
| I – Input | The entry point for this element. Connect from the preceding element in your IVR flow. |
| E – Error | The path taken if the element encounters an error — for example, if the external number cannot be reached. |
Settings
| Field | Description |
|---|---|
| Name | Give the element a clear name so it is easy to identify within your IVR flow. |
| Description | Optional. Add a note to explain the element's purpose — useful in more complex flows. |
| Agent Can See This | When enabled, agents can transfer a live caller directly to this element via the IVR Transfer option. |
| Supervisor Can See This | When enabled, the element is visible in the IVR Transfer list for users with a Supervisor role. It remains hidden from all other users. |
| Result Code | Assign a result code to this element to track calls transferred to external numbers. |
| Phrase | Select or upload a .wav file to play to the caller while they are being transferred. For example, a ringing sound wav file. |
| Campaign | Select the campaign that will handle the transferred call. Only Bridge campaigns are available in this dropdown. Make sure that the campaign is active and running within Campaign Manager. |
| List | Select a list to report the transfer against. This allows you to track how many external transfers have taken place via your reporting. |
| Phone Number | Enter the external number you want to transfer calls to. |
Example
In the example above, the IVR is configured to transfer callers to an external number when they call outside of the opening hours set for MaxContact users. A Time Check element routes out-of-hours calls to the External Transfer element, which connects them to the third-party service.