Transfer to Phone Number

This IVR option allows you to transfer calls to an external phone number. For example, it’s particularly useful for organizations that use an external call center to handle calls outside regular business hours or when internal agents are unavailable.

Configuring Transfer to Phone Number

It may seem like a lot of settings, but this is really straightforward. It is important not to leave settings blank when we say they are required. Or your calls can fail.

You will need to configure the following settings:

1. Action: Call Transfer
2. Transfer Target: Phone Number

Here is an explanation for each setting.

• Overflow Owner: Defines the user who will be assigned the call if the external phone number does not answer. This ensures that unanswered calls are still captured within Salesforce and properly assigned for follow-up or review.
• Queue No Answer Timeout: How long the system waits for the user to answer before triggering fallback behavior.
  If this field is left empty, the incoming call will be sent to the No Answer IVR after all ringing rounds are completed. If a value is specified, the call will remain in the queue for the defined number of seconds before being redirected to the No Answer IVR. If a user becomes available during this time, the system will attempt to connect the call.
• Use Waiting Audio & Queue Waiting Audio: This audio is played while the user waits. Try some soothing music or information about the company.
• Say Position in Queue & Position Message: A robot voice that is played in between the Queue Waiting Audio. If there’s no Queue Waiting Audio, this will loop.
• No Answer IVR: This setting defines where the caller is directed if the call is not answered. While it typically routes to voicemail, it may also be configured to return the caller to a main menu or another IVR. This must be set.

Once the IVR is configured, you’ll need to assign it as the inbound routing behavior for a phone number or trigger it from another IVR, as explained in the IVR training unit. IVRs operate in sequence — you are building individual steps that connect to one another. The first IVR is assigned to the phone number, and each subsequent IVR is linked to the previous one.

Last updated: Fastcall v9.0.0, 2025-09-08