Transferring a Call

After a call between agent A and user B is set up, the agent must transfer the call to another agent or an external line. Call transfer is classified into internal transfer and external transfer.

• Internal transfer indicates that a call is transferred to an internal device such as the agent, IVR, skill queue, and access code.
  • Success transfer and blind transfer for transferring a call to another agent
  • Success transfer for transferring a call to another skill queue
  • Blind transfer and hang-up transfer for transferring a call to another IVR
  • Success transfer and blind transfer for transferring a call to another access code
• External transfer indicates that a call is transferred to an external user, that is, a phone number. External transfer supports talk transfer and three-party transfer, that is, agent A, user B, and user C form a third-party call (in the three-party call formed by talk transfer, user B is actually in the holding state). After the talk transfer or three-party transfer is successful:
  • If agent A releases the call first, a call is set up between user B and user C.
  • If user B releases the call first, a call is set up between user C and agent A.
  • If user C releases the call first, a call is set up between user B and agent A.
  • If agent A must retrieve the call with user B, agent A invokes the interface described in ‎Canceling Transfer to retrieve the call. The call with user C is ended, and agent A talks with user B.

Figure 1 Transferring a call to another agent – success transfer process

The agent is making a call.

For details, see Transferring a Call.

• AgentEvent_Customer_Alerting

• AgentEvent_Call_Release

• AgentEvent_Customer_Release

• AgentOther_PhoneRelease

• AgentState_Ready

• Success transfer: AgentEvent_SuccTransResult

• Talk transfer or three-party transfer: AgentEvent_Conference