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  • 1.  Transfer to Flow vs. Transfer to Number

    Posted 05-22-2025 12:18
    No replies, thread closed.

    Good Morning, Hive Mind!

    Like most of you, I end up working with systems that were set up by other people, usually who are no longer able to be contacted for additional information. Sometimes, I see things that make no sense to me, but then there may be reasons behind design choices made that I am not aware of (like everybody else, I have much to learn!)

    So, I'm working with a customer at the moment that has a number of transfers from one inbound flow to another. The destination flows, for the most part, also have DNIS's associated with them. On to the question... I see some Flow->Flow transfers are done directly to the flow, some done by transferring to the DNIS and in some cases one is used and then the other is used if the first fails (both ways around). Does anyone have any insights on the benefits of one over the other? Are there any features that are only available if I use one, or which work differently? Or is this just a difference in style? (To be clear, Schedule Groups are not being used in the DNIS routing, so the number goes directly to the flow.)

    TIA


    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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  • 2.  RE: Transfer to Flow vs. Transfer to Number
    Best Answer

    Posted 05-22-2025 13:00
    No replies, thread closed.

    If you use transfer to flow, you can use dependency tracking to see where a flow is being used and more importantly, Architect will not let you delete a flow while it's still being used by another flow.

    https://help.mypurecloud.com/articles/dependency-search-tab/



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    Melissa Bailey
    Software Engineer
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  • 3.  RE: Transfer to Flow vs. Transfer to Number

    Posted 05-22-2025 14:42
    No replies, thread closed.

    Thanks, Melissa!

    So, that's 2 pros for the Transfer to Flow option. Anyone want to argue for team Number?



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------

    Original Message


  • 4.  RE: Transfer to Flow vs. Transfer to Number

    Posted 05-22-2025 16:41
    Edited by Vaun McCarthy 05-22-2025 16:47
    No replies, thread closed.

    Hi Paul, I've somewhat been guilty of switching between both scenarios in the past.  Primarily I've done a transfer to number if the flow behind that number had DNIS related logic in it which caused problems if called and original called weren't the same.  As time has gone by whenever we've had changes to flows I've taken that opportunity to move everything towards a transfer to flow setup and made adjustments in both flows to better mesh them together.



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    Vaun McCarthy
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    Original Message


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