BlindXfer Action in NICE CXone Studio – Complete Guide

What is BlindXfer Action in NICE CXone Studio?

BlindXfer is a NICE CXone Studio action used to transfer an active call to another telephone number without maintaining control of the call inside the NICE CXone platform.

Once the transfer is completed:

• The call leaves the NICE CXone environment.
• NICE CXone ports are released.
• Call recording stops.
• Reporting stops.
• Call monitoring is no longer available.
• The transferred call continues directly between the caller and destination.

BlindXfer is commonly used for:

• After-hours call routing
• Emergency forwarding
• External vendor transfers
• On-call technician routing
• Holiday call handling

BlindXfer Action in NICE CXone Studio

Supported Script Types

Script Example

In this script, Begin triggers the Hours action. If the Hours of Operation profile settings show the contact center to be open, the call is delivered to an agent. If the contact center is closed or on holiday, Blindxfer routes the call to [example phone number] 8015551212 (set in the Blindxfer properties) to be handled.

BlindXfer Action in NICE CXone Studio Call Flow Diagram

How BlindXfer Works

When a caller reaches your contact center and the script determines that the call should be routed elsewhere:

After the transfer:

• NICE CXone is no longer involved.
• The destination party sees the original caller’s phone number.

Contact center resources are freed.

BlindXfer Architecture Diagram

Why Use BlindXfer Action in NICE CXone Studio?

1. Reduce Port Usage

After transfer:

Before Transfer -––––––– Caller ↔ CXone Port

After BlindXfer -––––––– Caller ↔ Destination

CXone Port Released

Benefits:

• Lower telephony costs
• Better resource utilization
• Reduced concurrent port consumption

2. Route Calls Outside CXone

Examples:

• Answering services
• Emergency support teams
• Mobile phones
• Third-party vendors
• Branch offices

3. Preserve Caller ID (ANI)

The recipient sees:

Caller Number: +1 555-123-4567

instead of:

CXone Number

This helps the recipient identify the actual caller.

Important BlindXfer Action in NICE CXone Studio Limitations

After BlindXfer Action in NICE CXone Studio executes:

Feature	Available?
Call Recording	No
Monitoring	No
Reporting	No
Call Control	No
Port Usage	No
Billing for Port	No

BlindXfer Process Diagram

Dependency Requirements

SIP Headers

If custom SIP headers are required:

SIPXFERPUTHD │ ▼ BlindXfer

Use:

SIPXFERPUTHD Action

before

BlindXfer Action

to attach custom SIP headers.

ISUP OLI Forwarding

What is ISUP OLI?

ISUP OLI (Originating Line Information) provides information about the original caller.

Sometimes organizations need this information forwarded to the transferred destination.

What is ISUP OLI?

ISUP OLI (Originating Line Information) provides information about the original caller.

Sometimes organizations need this information forwarded to the transferred destination.

ISUP OLI Forwarding Workflow

Required SNIPPET Code

Place a SNIPPET action before BlindXfer:

ASSIGN global:forward_source_uri_params = “isup-oli”

Script Layout

BlindXfer Action in NICE CXone Studio Input Properties

Caption

Used to identify the action on the Studio canvas.

Example:

After Hours Transfer Emergency Routing Holiday Transfer

Destination

The phone number receiving the transferred call.

Example:

8015551212

or +18015551212

Result Branch Conditions

OnDialingError

Triggered when:

• Number unreachable
• Carrier issue
• Network failure
• Invalid destination

BlindXfer and OnRelease

When BlindXfer executes:

BlindXfer │ ▼ OnRelease Triggered

This allows cleanup activities.

Examples:

• Database updates
• Logging
• CRM updates
• Contact history storage

OnRelease Example

BlindXfer │ ▼ OnRelease │ ├─ Write DB Record ├─ Store Contact History ├─ Update CRM └─ End Script

BlindXfer Action in NICE CXone Studio vs Transfer vs PlaceCall

Feature	BlindXfer	Transfer	PlaceCall
Transfers Existing Call	✅	✅	❌
Uses CXone Ports After Transfer	❌	✅	✅
Recording Continues	❌	✅	Depends
Reporting Continues	❌	✅	Separate Script
Monitoring Available	❌	✅	Separate Script
Creates New Outbound Call	❌	❌	✅
Billing Continues	❌	✅	✅

Visual Comparison

Real-World Example: After-Hours Routing

A company receives calls 24/7.

Business hours:

• Monday–Friday
• 9 AM–6 PM

Outside business hours: Calls should go to an answering service.

Script Flow

Complete Script Example

Key Takeaways

Transfers calls to an external number

Releases NICE CXone ports immediately

Stops recording and reporting

Reduces telephony costs

Preserves original caller ID (ANI)

Triggers OnRelease event

Supports ISUP OLI forwarding using:

ASSIGN global:forward_source_uri_params = “isup-oli”

Ideal for after-hours, emergency, and third-party call routing

❌ NICE CXone can no longer monitor, record, or report on the call after transfer

Conclusion

The BlindXfer Action in NICE CXone Studio is a powerful call-routing tool that enables contact centers to transfer active calls to external destinations while immediately releasing NICE CXone resources. It is especially useful for after-hours support, emergency call forwarding, third-party vendor routing, and business continuity scenarios. By freeing CXone ports, organizations can reduce telephony costs and improve resource utilization. Additionally, BlindXfer Action in NICE CXone Studio preserves the original caller ID (ANI), ensuring a seamless experience for the recipient.

However, because the call leaves the NICE CXone platform after the transfer, recording, monitoring, reporting, and call control capabilities are no longer available. Understanding these limitations and configuring features such as ISUP OLI forwarding and OnRelease processing can help administrators implement BlindXfer Action in NICE CXone Studio effectively. By mastering the BlindXfer Action in NICE CXone Studio, contact center professionals can build efficient, cost-effective, and flexible call-routing solutions that meet a wide range of business requirements - NICE CX Training | VoipTrainers.