• Contents

Blind Transfer

This Telephony tool transfers a call (chat or telephone call) to an internal queue and generates a CallOfferingNonSystemQueue event. This event starts any handler with the Call to Non-System Queue initiator, such as System_CallOfferingNonSystemQueue handler. (This tool is different from the Transfer tool which transfers a call to another connected call.)

This tool will wait until the transferred call is connected. Once it is, any tracking that is being done on the call will terminate. If it is not answered, the call will be returned for additional processing.

Note: Although you can also use this tool to transfer a call to another number, its intended use is with internal queues. It is not used for external transfers in any of the handlers included with CIC and does not use the Dial Plan. For external transfers, see Extended Blind Transfer.


Call Identifier

The unique identifier for the call to be transferred.

Telephone Number (Queue identifier)

Enter any string expression, including a literal telephone number, a queue ID, or a complex expression built with the Expression Editor Assistant. A comma causes a two-second pause, and any numbers after the "/" symbol are dialed after the call is connected.

You can transfer a call to both remote numbers and queues. If you transfer a call to a queue, you must use a scoped queue name such as "User Queue:MikeG".


Outbound Call Identifier

The completed call identifier. If the call is transferred to an external number and the call cannot be completed via a put-back transfer (e.g., two B-channel transfer, Release Link Transfer, or flashhook transfer), then this output parameter will contain the callID for the external call when the transfer is completed. Otherwise, if the call transfers successfully, the value is always zero.

This parameter is always cleared, regardless of whether or not an inbound transfer is performed. Therefore this passed variable should not be reused later in the handler.

Exit Paths


This step takes the Success exit path if the Call ID is valid.


This tool can take the Failure exit path for several reasons. Failure can occur if the call disconnects, if the call is picked up by a user (and is no longer under the control of the handler), the call ID is no longer valid (if the call is deallocated), or system resource limitation.

Alert Failure

This tool takes the Alert Failure path if there was a failure attempting to alert the object. This could be caused by the object not being of a type that the tool can alert or a failure in the alert itself.