Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Voice Businesses/ Transferring Calls
Updated on 2024-10-12 GMT+08:00
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Transferring Calls

An agent can transfer a call to another skill queue, a third-party system, another agent, or an IVR to handle customer businesses.

Context

A call can be transferred to an external number, another agent, a skill queue, or an IVR. After an inbound call is transferred, the call-related information is also transferred.

Following describes the transfer types for transferring a call to a skill queue or another agent.

Table 1 Call transfer types

Transfer Type

Description

Success Transfer

After an agent transfers a call, the agent releases the call only after the transferred-to agent answers the call. Otherwise, the system displays a message indicating that the transfer fails and the agent continues to talk with the customer.

Release Transfer

After an agent transfers a call, the agent releases the call immediately, regardless of whether the transferred-to agent answers the call. However, if an agent transfers the call to a skill queue, the agent releases the call only after the transfer is successful.

Conversation Transfer

This mode can be selected only when a call is transferred to an external number.

After an agent transfers a call, the system monitors the call transfer process. After the called party answers the call and talks with the customer, the agent can release the call.

Hang-up Transfer

After an agent transfers a call to an automatic flow, the agent is in waiting state. After handling the call, the flow transfers the call back to the agent.

A transfer diagram element cannot be configured in the IVR flow to further transfer the call to another device.

Prerequisites

The agent is in talking state.

Procedure

After answering an inbound call, the agent finds that the call needs to be transferred.

  1. Click on the connection bar.

  2. Click the tab corresponding to the transferred-to object.

    • Transfer to a skill queue

    • Transfer to an agent

      : The agent is idle.

      : The agent is busy.

      : The agent is taking a rest.

      : The agent is in a voice or video call.

      : The agent is in an online chat.

    • Transfer to an external number
      • An agent can directly select an external number configured on the Configuration Center > Resource Management > External number page.
      • When User Number Forwarding is set to Yes for the selected external number, only Success Transfer and Conversation Transfer are supported.
      • When User Number Forwarding is set to No for the selected external number, Release Transfer is supported for an inbound call and is not supported for the agent's outbound call.
      • If the agent enters an external number, Release Transfer is supported for an inbound call and is not supported for the agent's outbound call.
      • During a call between an agent and customer 1, if the agent transfers the call to customer 2 in Conversation Transfer mode and then customer 1 hangs up, the agent cannot further transfer the call to an external number.
      • During a call between an agent and customer 1, if the agent transfers the call to customer 2 in Conversation Transfer mode and then customer 2 hangs up, the agent can further transfer the call to an external number.

    • Transfer to an IVR

      When the Redis is faulty and the Redis emergency mode is enabled, the function of transferring calls to the IVR is unavailable.

  3. Select an idle agent, a skill queue, or an IVR or enter an external number, and then click OK.

After the transfer, the current agent enters the Idle state.