Behavior
- Initiates a call transfer to the configured destination
- Waits up to the configured timeout for the transfer to complete
- Emits one of three events based on the outcome
- Optionally records the transferred call and whispers context to the receiving agent
Configuration
| Parameter | Type | Default | Options / Range | Description |
|---|---|---|---|---|
transferType | enum | "queue" | queue, direct, external, sip | Destination type |
phoneNumber | string | "" | — | Target phone number (for external transfers) |
sipUri | string | "" | — | Target SIP URI (for sip transfers) |
queueName | string | "" | — | Target queue name (for queue transfers) |
agentId | string | "" | — | Target agent ID (for direct transfers) |
priority | enum | "normal" | low, normal, high, urgent | Transfer priority level |
timeout | number | 60 | 10–300 | Ring timeout in seconds |
whisperMessage | string | "" | — | Message whispered to the agent before connecting the caller |
recordCall | boolean | true | — | Record the transferred call |
Transfer types
Queue
Route to a named call queue. The call is distributed to the next available agent in the queue based on priority.
Direct
Transfer directly to a specific agent by ID. Useful for VIP routing or callback scenarios.
External
Dial an external phone number. Use for transferring to third-party services or non-agent destinations.
SIP
Route via SIP URI for enterprise telephony integrations.
Output handles
| Handle | Description |
|---|---|
| Successful | Transfer completed — the caller is connected to the destination |
| Timeout | No answer within the configured timeout |
| Failed | Transfer failed (destination unavailable, network error, etc.) |
Use cases
Department routing with fallback
Department routing with fallback
IVR Menu → Transfer (queue: “sales”). On timeout, transfer to a backup external number. On failure, play an apology and end the call.
VIP direct transfer
VIP direct transfer
Use a Condition node to check a customer tier variable. If VIP, transfer directly to a specific agent with
priority: "urgent" and a whisper message.After-hours forwarding
After-hours forwarding
Time Check (Closed) → Transfer (external) to an after-hours answering service.