ACD アクションへの転送をセットアップ


Transfer to ACD sends the interaction to the ACD assignment service for PureCloud. ACD processing uses a first in, first out (FIFO) algorithm with a language skills component. With FIFO processing, the interaction that arrives the earliest is assigned to the first available resource. The language component restricts the pool of available agents to those fluent in the appropriate language. You can add an ACD transfer to a call flow menu or to a call or email flow’s task sequence.  Your flow design dictates how and when you use this action.



In PureCloud, the ACD system ranks conversations using "time" as the base value. Use priority to provide an increase to time used by ACD for assignment consideration. Priority ranking does not affect time in queue displayed in reporting. This article assumes you will configure priority settings in literal mode. You can also switch to expression mode to build automated priority calculations.

  • In literal mode, the priority scale is 0 to 10, with 0=lowest and 10=highest.
  • One half-star equals one point of priority. 
  • One priority point equals approximately a one-minute advantage. 

To allow priority values higher than 10, switch to expression mode and enter a calculation that adds up to the desired value. For example, to create a priority of 100, type 10 + 90.



Note: This article assumes you will set transfer variables in literal mode. You can also use the Expression Editor to build automated Priority, Queue, and Language Skill calculations by selecting variables and operators.


  1. From the Toolbox, expand the Transfer category and drag a Transfer to ACD action to the appropriate location in the flow sequence.
  2. In the Name field, type a meaningful name for the transfer action. This name becomes the name of the transfer node in the flow sequence.
  3. [コール フロー メニューのみ] DTMF とオプションの音声認識設定の設定:
    1. [DTMF] ダイヤルパッドをクリックして、発信者が押すキーを選択し、発信者のデータ エントリ操作を入力します。  
    2. [音声認識] フィールドに、メニュー オプションに関連する単語や語句をオプションで追加します。
    3. ユーザーがどのメニューからでもこの番号を押して内線を見つけることができるように、[DTMF はどのメニューからも、このメニューの選択項目に進む] チェック ボックスを選択します。
    4. コールのどこかで音声認識エンジンが口頭による要請との一致を返した場合に、インタラクションを現在のメニュー操作に即時に転送するには、[いずれかのメニューから、音声認識用語はこのメニューの選択項目に進む]チェック ボックスを選択します。
  4. Under Pre-Transfer Audio select a prompt, add text to speech, or configure an audio sequence to play to the caller before the system transfers the interaction.
  5. Under Failed Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller if the transfer action encounters a failure.
  6. Under Priority, click a star to assign a priority to the interaction. You can also set priority to another variable, expression, or literal value if you want to present your own. 
  7. [キュー] フィールドの端の領域をクリックして、インタラクションを割り当てるキューを選択します。
  8. To optionally select a customized in-queue flow instead of the default in-queue flow, click Override default in-queue handling.
    メモ: このオプションを選択すると、選択はキュー内コール フローに変わり、ここではキューで保留されるときにカスタマーが聞く非デフォルト フローを選択できます。
  9. To optionally override the language skill set for the language in which the flow is running, click Override Language Skill and select the language skill to use for the transfer action. Set the default language skill set for a language in the Supported Languages container.
  10. オプションで、[ACD スキルを追加] ボタンをクリックし、インタラクションを受け取るエージェントに定義済みのスキル セットを選択します。
  11. Configure the transfer action’s Failure task in the event that the interaction cannot be transferred to the queue.

    Note: For transfer actions included in secure flows, PureCloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore PureCloud uses blind transfers. For more information, see the W3C Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

  12. 自分のフロー設計に従ってタスクの構築を続けます。


  1. From the Toolbox, and drag a Transfer to ACD action to the appropriate location in the flow sequence.
  2. In the Name field, type a meaningful name for the transfer action. This name becomes the name of the transfer node in the flow sequence.
  3. In the Priority area, click a star to assign a priority to the email . You can also set priority to another variable, expression, or literal value if you want to present your own. 
  4. Click the area at the end of the Queue field and select a queue to which to assign the email.
  5. To set language detection on the email flow, do one of the following:
    • From the list, select a language skill to assign to the email flow.
    • Switch to expression mode and enter the desired DetectLanguage function.
      Note: The DetectLanguage function attempts to determine the language for wording contained in a string. For implementation details and examples, see the built-in Expression Help.
  6. Optionally click the Add ACD Skill button to select a predefined skill set for agents who receive the email .
  7. 自分のフロー設計に従ってタスクの構築を続けます。