The transfer of Custom Context Parameters and System Fields (Custom Fields) works under the following scenarios:
| Transfer FROM… | …TO User | …TO Service |
|
… User on |
✅ Call Data + Customer.Custom Fields ⬜/✅ Custom Context Parameters only if enabled in respective Extensions Service Settings > “Conversation Context”. |
✅All Call Data + Custom Fields, System Data and |
| … User, during ongoing Consultation | ❌ No Context gets transferred.2 |
✅All Call Data + Custom Fields, System Data and |
| … Service via Workflow “Transfer" activity. | ❌ No Context gets transferred.1,2 |
✅All Call Data + Custom Fields, System Data and |
CONTEXT TRANSFER LIMITATIONS
The following Context Transfer limitations are known. We are actively working to improve this in a future update.
1 Context Handover via ”Transfer" Workflow Activity": A Custom Context Handover from within a Service workflow to any target will not work.
2 Context Handover via UI buttons to Users during consultation calls is currently not supported, partially due to MS Teams conference limitations.
→ If you require Context to be transferred, use Blind Transfer or Safe Transfer scenarios respectively.