{"id":3964,"date":"2024-10-08T10:09:09","date_gmt":"2024-10-08T08:09:09","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=3964"},"modified":"2024-10-08T10:11:10","modified_gmt":"2024-10-08T08:11:10","slug":"transfer-rules-set-them-up","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/transfer-rules-set-them-up\/","title":{"rendered":"Transfer rules &#8211; Set them up"},"content":{"rendered":"\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"400\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/09\/Smart-licence-needed-2.png\" alt=\"\" class=\"wp-image-3984\" style=\"width:250px\"\/><\/figure>\n\n\n<p>[<em>Reading time: 2 minutes<\/em>]<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Overview<\/h2>\n\n\n\n<p>A transfer rule (or redirection rule) is a rule implemented in a system, to determine how and when to transfer an interaction from one agent to another, or to another queue, distribution group, or smart routing. These rules are crucial to ensuring a smooth and efficient customer experience.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"1080\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/09\/Design-sans-titre-3.png\" alt=\"\" class=\"wp-image-4007\" style=\"width:250px\"\/><\/figure>\n\n\n\n<p>If no rule is set, no transfer will be possible.<\/p>\n\n\n\n<p>You\u2019ll be able to set them up in the Maker, in the &#8216;Routing&#8217; module, &#8216;Transfer rules&#8217; sub-module.<\/p>\n\n\n\n<p>The transfer rules are displayed in list form.<br>Using the search bar, you can search through the names of the transfer rules; search for transfer rules with a Tag; or create a new one.<\/p>\n\n\n\n<p>Several actions are possible for each transfer rule:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>open (click on the arrow)<\/li>\n\n\n\n<li>duplicate, view history, dependencies and add tags (click on the cogwheel)<\/li>\n\n\n\n<li>modify it (click on the pencil)<\/li>\n\n\n\n<li>delete it (click on the bin)<\/li>\n<\/ul>\n\n\n\n<p><em>Note: the bin will be greyed out if the transfer rule is used in a profile. Click on \u2018dependencies\u2019 if you want to see where.<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Prerequisites<\/h2>\n\n\n\n<p>The queues and distribution groups must already be created (in the \u2018routing\u2019 module, sub-module \u2018queues\u2019).<\/p>\n\n\n\n<p>The smart routings must have been configured (\u2018routing\u2019 module, \u2018voice\u2019, \u2018email\u2019 and \u2018messages\u2019 sub-modules).<\/p>\n\n\n\n<p>Users must have been created.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Configuring (Maker)<\/h2>\n\n\n\n<p>You can create a new transfer rule in the \u2018routing\u2019 module, sub-module \u2018transfer rules\u2019. Once you have done this, open it.<br>You will see 3 tabs:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>queues and distribution groups<\/li>\n\n\n\n<li>users<\/li>\n\n\n\n<li>smart routings<\/li>\n<\/ul>\n\n\n\n<p>Under each tab, add all the transfers you want to allow.<\/p>\n\n\n\n<p>In the \u2018queues and distribution groups\u2019 tab, you can add queues only, distribution groups only, or both at the same time.<\/p>\n\n\n\n<p><br><em>Note: you can choose a queue or distribution group that will be a priority transfer, meaning that it will go before all the flows waiting in the queue.<\/em> <em>Only one queue or distribution group can be given priority<\/em>.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"5900\" height=\"3050\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/10\/Design-sans-titre.png\" alt=\"\" class=\"wp-image-4062\" style=\"width:600px\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Giving access (Maker)<\/h2>\n\n\n\n<p>Once you have set up your transfer rule, you can add it to one or more profiles.<\/p>\n\n\n\n<p><br>Several transfer rules can be added to the same profile, and the rules will be added together. For example, transfer rule A allows you to transfer the interaction to user A. Transfer rule B transfers the interaction to user B and user C. If transfer rule A and transfer rule B are added to the \u2018Sales\u2019 profile, the agent with the active \u2018Sales\u2019 profile will be able to transfer the interaction to user A, user B or user C.<\/p>\n\n\n\n<p><br><em>Note: the <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/limits-client-account-settings\/\" target=\"_blank\" rel=\"noreferrer noopener\">limit <\/a>for the number of transfer rules per profile is set at 20.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"2384\" height=\"1646\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/10\/Transfer-rules-giving-rights.png\" alt=\"\" class=\"wp-image-4066\" style=\"width:600px\"\/><\/figure>\n\n\n\n<p>Users with this profile will now be able to use the transfer rules in the Banner!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>[Reading time: 2 minutes] Overview A transfer rule (or redirection rule) is a rule implemented in a system, to determine how and when to transfer an interaction from one agent to another, or to another queue, distribution group, or smart routing. These rules are crucial to ensuring a smooth and&#8230;<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[107],"ht-kb-tag":[147,131],"class_list":["post-3964","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-configuring","ht_kb_tag-admin","ht_kb_tag-maker"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3964","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=3964"}],"version-history":[{"count":18,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3964\/revisions"}],"predecessor-version":[{"id":4116,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3964\/revisions\/4116"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=3964"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=3964"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=3964"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}