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Call Transfer

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Call Transfer

 

Standard Campaigns provide two ways of transferring calls from an Agent to another party:

 

  • Remain on the platform—Calls transferred with this remain on and can be tracked by the Contact Center platform.

 

  • Leave the platform—Calls transferred with this option utilize the capabilities of a particular telecommunications carrier to perform the transfer. This option also allows the use of a SIP referral URL to handle the transferred call.

 

The platform transfer is sometimes known as Warm Transfer. Transfers that leave the platform are sometimes known as Carrier Transfers.

 

Both transfer types are ways of joining 3 call "legs": the caller's leg, the initial Agent's leg and a third party's leg (typically, the third party is another Agent, but this is not a requirement). This allows all three legs to hear each other.

Platform transfer sends a call from one Campaign (the "source") to another Campaign (the "target"). The call persists in the platform, meaning it can manipulated, monitored and reported upon using Contact Center tools and applications. Carrier transfers, on the other hand, send the call to a specific phone number or SIP address. Once the transferring Agent disconnects from the call, that call is no longer tracked by Contact Center (unless the target destination number belongs to another Contact Center Campaign).

A Campaign can only be configured to support one transfer type.


Configuring Platform Transfer

 

  1.  Select the Routing > Campaigns menu.
  2. Click the Add New Campaign button or locate an existing Standard Campaign and click its Edit link.
  3. If creating a new Campaign, follow the steps described in Adding a New Campaign article.
  1. Click the Campaign's IVRs tab.
  2. Set the Hold IVR field to Generic Hold IVR (or a custom IVR you've already created).
  3. Click the Campaign's Telephony tab.
  4. Set the Campaign Transfer Type to Remain on the Platform. This will reveal an Add New Warm Transfer Campaign button.
  5. Click the Add New Warm Transfer Campaign button.
  6. Select the target Campaign from the Transfer To Campaign list.
  7. In the Description field, type in a short name for this transfer option. This is the name that the Agent will see in their Phone Panel.
  8. Set the Normal Transfer and Transfer with Audio options as desired (see below for details on these options).
  9. Repeat steps 5 through 9 for each transfer option this Campaign will have.
  10. Click the Save Changes button when done.

 

Before enabling Warm Transfer, you will want to have the source and target Campaigns already configured. You will probably also want at least a generic Hold IVR in place.


Who Gets the Call?

 

When you use Warm Transfer to a Campaign, the normal call routing rules govern which Agent receives the transferred call. If you want to route directly to a specific phone number but track the call as if it were governed by a particular Campaign, use the Dial Out to Arbitrary Number Using Campaign field (see below).

 

Normal Transfer vs. Transfer with Audio

 

A "normal" transfer Campaign behaves as previously described. A variation on this is a "transfer with audio" Campaign. When this option is selected, the transferring Agent can be connected to an IVR, which records any message the Agent wants to leave. When the Agent completes the transfer, the receiving Agent will hear that message prior to speaking directly to the caller. If you select both "normal" and "with audio" options, the Agent may choose which option to use in their Phone Panel application.

 

Configuring Carrier Transfer

 

  1.  Select the Routing > Campaigns menu.
  2. Click the Add New Campaign button or locate an existing Standard Campaign and click its Edit link.
  3. If creating a new Campaign, follow the steps described in Adding a New Campaign article.
  1. Click the Campaign's IVRs tab.
  2. Set the Hold IVR field to Generic Hold IVR (or a custom IVR you've already created).
  3. Click the Campaign's Telephony tab.
  4. Set the Campaign Transfer Type to Leave the platform. This will reveal an Add Transfer Phone Number button.
  5. Click the Add Transfer Phone Number button.
  6. Enter the telephone number to transfer to.
  7. Enter a Description for this transfer. This is what the Agent will see in their Phone Panel.
  8. Repeat steps 5 through 9 for each transfer option this Campaign will have.
  9. Click the Save Changes button when done.

 

To enable an carrier transfer Campaign, you may need to have your inbound toll free numbers configured with carrier transfer capability. Your Professional Services representative can help arrange this for you. You will probably also want at least a generic Hold IVR in place if you plan to let your Agents put callers on hold before transferring them.

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