Call Transfer

Parameter Description

• Node Name: name of a node.
• Description: details of a node.
• Call Transfer Type: The options are as follows:
  • 1: transfer to the manual service (to a skill queue by routing code)
  • 2: transfer to an IVR
  • 3: transfer to the manual service (to a skill queue by skill name)
  • 4: transfer to the manual service (to an agent by ID)
  • 5: transfer to a third-party number
  • 6: online digital assistant
  • 7: transfer to the manual service (to the last agent, only multimedia is supported currently)
  • 8: transfer to the manual service (to the skill queue to which an agent belongs, only multimedia is supported currently)
  • 31: transfer to a multimedia message (to the last agent)
  • 32: transfer to a multimedia message (to a skill queue)
  • 33: transfer to a multimedia message (to an agent)
• Call Transfer Route Value: Select a value from the drop-down list box.
  • If Call Transfer Type is set to 1 (transfer to the manual service (to a skill queue by routing code)), set this parameter to the extension code for transferring to a skill queue. For this configuration, you need to ensure that the manual flow and the current flow are under the same system access code. The call is transferred to the manual skill queue through the extension code configured on the Called Route page.
    Figure 1 Extension Code
    
  • If Call Transfer Type is set to 2 (transfer to an IVR), set this parameter to the IVR flow access code.

    The following figure shows the IVR flow access code in the AICC integration deployment mode.

    

  • If Call Transfer Type is set to 3 (transfer to the manual service (to a skill queue by skill name)), set this parameter to the name of the skill queue where the agent to whom the call is transferred resides, for example, Agent Group 1.
  • If Call Transfer Type is set to 4 (transfer to the manual service (to an agent by ID)), set this parameter to the platform employee ID of the agent to whom the call is transferred.
  • If Call Transfer Type is set to 5 (transfer to a third-party number), set this parameter to the third-party number.
  • If Call Transfer Type is set to 6 (online digital assistant), set this parameter to the flow route code agreed with the third-party intelligent system.
  • If Call Transfer Type is set to 7 (transfer to the manual service (to the last agent, only multimedia is supported currently)), you do not need to set this parameter.
  • If Call Transfer Type is set to 8 (transfer to the manual service (to the skill queue to which an agent belongs, only multimedia is supported currently)), set this parameter to the platform employee ID or variable corresponding to the agent to whom the call is transferred.
  • If Call Transfer Type is set to 31 (transfer to a multimedia message (to the last agent)), you do not need to set this parameter.
  • If Call Transfer Type is set to 32 (transfer to a multimedia message (to a skill queue)), set this parameter to the name or access code of the skill queue where the agent to whom the call is transferred resides.
  • If Call Transfer Type is set to 33 (transfer to a multimedia message (to an agent)), set this parameter to the platform employee ID or variable corresponding to the agent to whom the call is transferred.
• Associated Data: Generally, call-associated data is used when a call is transferred to the manual service or an IVR. If a call is transferred to a third-party number, call-associated data cannot be transferred. It can be in JSON format (flow variables and global variables are supported).
  • The format of call-associated data is as follows (customize the italic part):

    {"xx": "aaa" , "yy":"bbb"}

  • If Call Transfer Type is set to 3 (transfer to the manual service (to a skill queue by skill name)), the format of call-associated data is as follows (customize the italic part and retain other parts):

    {
      "wait": "Y",
      "data": {
        "xx": "aaa",
        "yy": "bbb"
      }
    }

  • If Call Transfer Type is set to 7 (transfer to the manual service (to the last agent, only multimedia is supported currently)), the format of call-associated data is as follows (customize the italic part and retain other parts):

    {
      "wait": "Y",
      "data": {
        "xx": "aaa",
        "yy": "bbb"
      },
      "isSpecifyAccessCode": "true",
      "type": "1",
      "time": "30",
      "starttime": ""
    }

  • If Call Transfer Type is set to 32 (transfer to a multimedia message (to a skill queue)), call-associated data can be configured, which must be in JSON format.

    A JSON format example is as follows:

    {"wait":"Y"}

    wait can be set to Y (uppercase) or others.

    The value Y (uppercase) indicates that when an offline message in a multimedia channel is transferred to a skill queue in the intelligent IVR, if all agents in the skill queue are busy, the message can wait in the skill queue until the session times out.

    Other values indicate that when an offline message in a multimedia channel is transferred to a skill queue in the intelligent IVR, if all agents in the skill queue are busy, the message cannot wait in the skill queue.

  The parameters are described as follows:

  • wait: whether to enable call queuing in a skill queue during routing. The default value is N. The value Y indicates that the call is queuing upon a transfer failure, and the current flow ends after the transfer is successful. The value N indicates that the call is directly disconnected when all agents are busy.
  • data: call-associated data carried during call transfer from an intelligent IVR to the manual service
  • isSpecifyAccessCode: This parameter is valid only in last agent mode. In this mode, set this parameter to true, indicating that the call is transferred to the current channel.
  • type: last agent type for query. This parameter is valid only in last agent mode. The options are 1 (agents within the specified minutes), 2 (agents within the specified time range), and 3 (agents on the current day).
  • time: duration, in minutes. This parameter is valid only in last agent mode and when type is set to 1.
  • starttime: start time for querying the last agent. This parameter is valid only in last agent mode and when type is set to 2. The format is yyyy-MM-dd HH:mm:ss.

  To obtain the customer type field, set the transferred parameter to customerEntityName and set the parameter value to account or contact.

• Calling Number: When Call Transfer Type is set to 5 (transfer to a third-party number), the value of this parameter is used as the calling number.
• Recording: This check box is displayed only when Call Transfer Type is set to 5 (transfer to a third-party number). You can select this check box to enable recording during call transfer from an intelligent IVR to a third-party number. After you select this check box, set the following parameters:
  • Recording File Name: Enter a flow variable, for example, FLOW.recordPath.
  • Recording Service Node ID: Enter a flow variable, for example, FLOW.serviceNo.
    

    The recording files in the intelligent IVR can be played and downloaded on the Customer Contact History > Process Transfer Record page.