Configuring Call Transfer Policies

A tenant administrator can configure call transfer policies based on skill queues.

Prerequisites

A common agent has the Call Forwarding Policy Configuration menu permission and the Edit operation permission.
Permissions on operations under the current menu that require separate configuration have been configured. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

Sign in to the AICC as a tenant administrator and choose Configuration Center > Workbench Configuration > Call Forwarding Policy Configuration.

Click New to create a call transfer policy.

Figure 1 new policy - basic configuration page

**Table 1** GUI elements on the new policy - basic configuration page
Element	Type	Description
Basic information
Policy name	Text box	Name of a call transfer policy. Value range: a string of a maximum of 64 characters
Related organizations	Drop-down list	Select an OU to which the call transfer policy belongs. You can filter OUs by keyword. You can click to clear the field. Value options: Tenant administrator: All OUs under the current tenant are available. Common agent: If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read and write permissions are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available.
Description	Text box	Description of a call forwarding policy.
Transferable range (Seats)
Application scope	Option button	Application scope of call transfer. Value options: All seats available Designated Seat: A maximum of 1,000 agents can be selected. Do not transfer agents
Account	Text box	Service account of the agent. This parameter is available only when Application scope is set to Designated Seat.
Organization Unit	Drop-down list	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword. This parameter is available only when Application scope is set to Designated Seat. You can click to clear the field. You can select Include Sub-Organizations to search for skill queues of sub-OUs. If an OU with the number of sub-OUs exceeding the value of the system parameter Maximum number of OU organizational unit queries is selected, only the first x (the value of Maximum number of OU organizational unit queries) sub-OUs are selected. Value options: Tenant administrator: Unorganized and all OUs under the current tenant are available. Common agent: When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read permission and Unorganized are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available.
	Button	Search for data based on search criteria again and refresh data on the page. This parameter is available only when Application scope is set to Designated Seat.
Agent ID	Label	Agent ID. This parameter is available only when Application scope is set to Designated Seat.
Account	Label	Business account of an agent. This parameter is available only when Application scope is set to Designated Seat.
Type	Label	Agent type. This parameter is available only when Application scope is set to Designated Seat.
Platform Role	Label	Platform role of an agent. This parameter is available only when Application scope is set to Designated Seat.
Transferable range (Skill Queue)
Application scope	Option button	Application scope of call transfer. Value options: All skill queues Specify skill queue: A maximum of 1,000 skill queues can be selected. Do not transfer skill queue
Name	Text box	Name of a skill queue. This parameter is available only when Application scope is set to Specify skill queue.
Organization Unit	Drop-down list	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword. This parameter is available only when Application scope is set to Specify skill queue. You can click to clear the field. You can select Include Sub-Organizations to search for skill queues of sub-OUs. If an OU with the number of sub-OUs exceeding the value of the system parameter Maximum number of OU organizational unit queries is selected, only the first x (the value of Maximum number of OU organizational unit queries) sub-OUs are selected. Value options: Tenant administrator: Unorganized and all OUs under the current tenant are available. Common agent: When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read permission and Unorganized are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available.
	Button	Search for data based on search criteria again and refresh data on the page. This parameter is available only when Application scope is set to Specify skill queue.
Name	Label	Name of a skill queue. This parameter is available only when Application scope is set to Specify skill queue.
Type	Label	Skill queue type. This parameter is available only when Application scope is set to Specify skill queue.
Transferable range (IVR)
Application scope	Option button	Application scope of call transfer. Value options: All IVR Specify IVR: A maximum of 1,000 IVR flows can be selected. Do not transfer IVR
Name	Text box	Name of an IVR flow. This parameter is available only when Application scope is set to Specify IVR.
Organization Unit	Drop-down list	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword. This parameter is available only when Application scope is set to Specify IVR. You can click to clear the field. You can select Include Sub-Organizations to search for skill queues of sub-OUs. If an OU with the number of sub-OUs exceeding the value of the system parameter Maximum number of OU organizational unit queries is selected, only the first x (the value of Maximum number of OU organizational unit queries) sub-OUs are selected. Value options: Tenant administrator: Unorganized and all OUs under the current tenant are available. Common agent: When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read permission and Unorganized are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available.
	Button	Search for data based on search criteria again and refresh data on the page. This parameter is available only when Application scope is set to Specify IVR.
Name	Label	Name of an IVR flow. This parameter is available only when Application scope is set to Specify IVR. Value options: Value of Chatbot Name of a published common IVR flow whose Organization Unit is the same as the value of Organization Unit on the Configuration Center > Chatbot Management > Flow Configuration > Common IVR page. Value of Chatbot Name of an intelligent IVR flow whose Organization Unit is the same of the value of Organization Unit on the Configuration Center > Chatbot Management > Flow Configuration > Intelligent Chatbot page.
Description	Label	Description of an IVR flow. This parameter is available only when Application scope is set to Specify IVR. Value options: Value of Chatbot Name of a published common IVR flow whose Organization Unit is the same as the value of Organization Unit on the Configuration Center > Chatbot Management > Flow Configuration > Common IVR page. Value of Description of an intelligent IVR flow whose Organization Unit is the same of the value of Organization Unit on the Configuration Center > Chatbot Management > Flow Configuration > Intelligent Chatbot page.
Transferable range (External Number)
Application scope	Option button	Application scope of call transfer. Value options: All external numbers Specify external number: A maximum of 1,000 external numbers can be selected. Do not transfer external numbers
Name	Text box	Name of the external number. This parameter is available only when Application scope is set to Specify external number.
Organization Unit	Drop-down list	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword. This parameter is available only when Application scope is set to Specify external number. You can click to clear the field. You can select Include Sub-Organizations to search for skill queues of sub-OUs. If an OU with the number of sub-OUs exceeding the value of the system parameter Maximum number of OU organizational unit queries is selected, only the first x (the value of Maximum number of OU organizational unit queries) sub-OUs are selected. Value options: Tenant administrator: Unorganized and all OUs under the current tenant are available. Common agent: When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read permission and Unorganized are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available.
	Button	Search for data based on search criteria again and refresh data on the page. This parameter is available only when Application scope is set to Specify external number.
Number	Label	Mobile number. This parameter is available only when Application scope is set to Specify external number. Value: the number configured on the Configuration Center > Resource Management > External Number page.
Name	Label	Name of an external number. This parameter is available only when Application scope is set to Specify external number.

Click Next.

Configure the application skill queue.

Figure 2 new policy - Application skill queue configuration

**Table 2** GUI elements on the new policy - Application skill queue configuration page
Element	Type	Description
Select Type	Check box	Type of the skill queue to which the call forwarding policy is applied. Value options: All Skill Queues Designated Skill Queues
Please input name	Text box	Enter the name of the skill queue to which the call forwarding policy is applied. This parameter is available only when Select Type is set to Designated Skill Queues.
Organization Unit	Drop-down list	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword. This parameter is available only when Select Type is set to Designated Skill Queues. You can click to clear the field. You can select Include Sub-Organizations to search for skill queues of sub-OUs. If an OU with the number of sub-OUs exceeding the value of the system parameter Maximum number of OU organizational unit queries is selected, only the first x (the value of Maximum number of OU organizational unit queries) sub-OUs are selected. Value options: Tenant administrator: Unorganized and all OUs under the current tenant are available. Common agent: When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read permission and Unorganized are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available.
	Button	Search for data based on search criteria again and refresh data on the page. This parameter is available only when Select Type is set to Designated Skill Queues.
Name	Label	Name of a skill queue. This parameter is available only when Select Type is set to Designated Skill Queues.
Type	Label	Type of a skill queue. This parameter is available only when Select Type is set to Designated Skill Queues.