1. Basic Transfer Types0/3
What types of transfers should be supported?
Are transfers internal (agent to agent), external (agent to an external number), or both?
Are there transfers back into a queue?
2. Triggers and Scenarios0/1
When does a transfer happen, and what are the typical scenarios?
3. Transfer Destinations0/6
Which destinations can be transferred to?
Is there a whitelist or blacklist for external transfer destinations?
Who is authorized to maintain the whitelist of transfer destinations?
If an external transfer is initiated manually, which numbers need to be blocked?
Please provide a list of all possible destinations.
Do all agents have the same transfer destinations to choose from?
4. Warm Transfer0/3
How long may the consultation phase last?
What happens to the customer during the consultation?
Can the original agent take back control if the target agent is unavailable?
5. Context Hand-off0/5
What information is passed along with the transfer?
Should the agent specify a transfer reason?
Who is authorized to create and modify transfer reason codes?
Are there mandatory fields for the agent when transferring?
Is there a screen pop on the target agent's side, and what should it display?
6. Timeouts and Fallbacks0/5
Are there business hours for the destination queues or skills that need to be taken into account?
Who is authorized to configure business hours?
What happens if the target agent does not answer?
Are there maximum wait times for transfers into a queue?
What is the fallback: back to the original agent, another queue, or voicemail?
7. Reporting and Traceability0/2
How should transfers be visible in reporting?
Is a distinction made between a first transfer and multiple transfers?
8. System Integration and Constraints0/4
Which phone system is currently in use?
Are there SIP trunks or external carriers that impose restrictions?
Are external transfers chargeable, and are they capped?
Are there regulatory requirements, for example a recording obligation that also applies to transfers?
9. Priority of Transferred Calls0/4
Does a transferred call get the same priority as a newly incoming call, or higher or lower?
Are there different priority rules depending on the transfer type?
What happens to the priority when a call is transferred multiple times?
Who is authorized to set priority values and offsets, and who may override them manually?