Call Transfer

Parameter Description

Figure 1 Node Attribute

• Node Name: name of a node.
• Description: details of a node.
• Transfer Type: The options are as follows:
  • Skill Queue (Route Extension Code) (1)
  • IVR (2)
  • Skill Queue (Name) (3)
  • Transfer to Skill Queue (Customized Route) (10)
  • Agent (4)
  • Third-party number (5)
  • Online Digital Assistant (6)
  • Audio and video familiar customers (9)
  • Multimedia familiar customer (7)
  • Skill queue (MAgent) (8)
  • Familiar customer message (31)
  • Skill queue message (name or access code) (32)
  • Message to an Agent (33)
• Route Value: Select a value from the drop-down list box.
  • If Transfer Type is set to Skill Queue (Route Extension 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 Party page.
    Figure 2 Extension Code
    
  • If Transfer Type is set to IVR, set this parameter to the IVR flow access code.

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

    

  • If Transfer Type is set to Skill Queue (Name), set Route Value to the name of the skill queue where the agent to whom the call is transferred resides, for example, Agent Group 1. You can choose Configuration Center > Employee Center > Skill to view the skill queue name.
  • If Transfer Type is set to Transfer to Skill Queue (Customized Route), set the corresponding routing policy.
  • If Transfer Type is set to Agent, set this parameter to the platform agent ID of the agent to whom the call is transferred.
  • If Transfer Type is set to Third-party number, set this parameter to the third-party number.
  • If Transfer Type is set to Online Digital Assistant, set this parameter to the flow route code agreed with the third-party intelligent system.
  • If Transfer Type is set to Audio and video familiar customers, you do not need to set the route value, but you need to configure the call-associated data by referring to Table 3.
  • If Transfer Type is set to Multimedia familiar customer, you do not need to set the route value, but you need to configure the call-associated data by referring to Table 3.
  • If Transfer Type is set to Skill queue (MAgent), set this parameter to the platform agent ID or variable corresponding to the agent to whom the call is transferred.
  • If Transfer Type is set to Familiar customer message, you do not need to set the route value, but you need to configure the call-associated data by referring to Table 3.
  • If Transfer Type is set to Skill queue message (name or access code), set this parameter to the name or access code of the skill queue where the agent to whom the call is transferred resides.
  • If Transfer Type is set to Message to an Agent, set this parameter to the platform agent ID or variable corresponding to the agent to whom the call is transferred.
• Routing Policy: This parameter needs to be set only when Transfer Type is set to Transfer to Skill Queue (Customized Route). The options are Percentage and Number segment.
  Figure 3 Setting Routing Policy to Percentage
  
  Figure 4 Setting Routing Policy to Number segment
  

• Percentage configuration: When Routing Policy is set to Percentage, you need to configure multiple skill queues and their routing percentages. During call transfer, the system dynamically assigns calls to skill queues based on the percentage configuration.

  Table 1 GUI elements for the percentage configuration

  Element/Component	Type	Description	Value Range	Triggering Event	Remarks
  Skill Queue	Drop-down list	Skill queue to which calls are transferred.	All skill queues except multimedia skill queues	Click	A skill queue cannot be selected repeatedly.
  Percentage	Text box	Percentage of calls transferred to a skill queue during transferred-to skill queue assignment.	1 to 100	Enter	The total percentage must be 100.
  	Button	Delete a percentage setting.	-	Click	-
  	Button	Add a percentage setting.	-	Click	-

• Default Skill Queue: When Routing Policy is set to Number segment, you need to select a skill queue as the default skill queue to which calls are transferred when no skill queue is matched based on the number segment matching rule configuration.
• Matching rule: When Routing Policy is set to Number segment, you need to select a matching rule. The options are Prefix and Suffix.
• Number segment matching rule configuration: When Routing Policy is set to Number segment, you can select different skill queues and configure different prefixes or suffixes for them. During call transfer, the system transfers calls whose calling numbers exactly match the configured prefixes or suffixes to the corresponding skill queues.

  Table 2 GUI elements for the number segment matching rule configuration

  Element/Component	Type	Description	Value Range	Triggering Event	Remarks
  Skill Queue	Drop-down list	Skill queue to which calls are transferred.	All skill queues except multimedia skill queues	Select	A skill queue cannot be selected repeatedly.
  Prefix/Suffix	Text box	Prefix/Suffix used for calling number matching during call transfer to a skill queue.	-	-	-
  	Button	Delete a number segment matching rule setting.	-	Click	-
  	Button	Add a number segment matching rule setting.	-	Click	-

• Associated Data: The call-associated data can be in JSON format (flow variables and global variables are supported). Manually enter a value, or click the edit icon and add information in the Set TransferData dialog box.
  Figure 5 Set TransferData (transfer to a skill queue, including manual and multimedia skill queues)
  
  Figure 6 Set TransferData (transfer to the last agent, including manual and multimedia agents)
  
  Figure 7 Set TransferData (transfer to others)
  
  The format of the generated complete JSON data is as follows:

  {
    "wait": "Y",
    "isSpecifyAccessCode": "true",
    "type": "1",
    "time": "30",
    "starttime": ""
    "data": {
      "serviceId": ${FLOW.test},
      "yy": "bbb"
    },
  }

  Table 3 Call-associated data parameters

  Element/Component	Key in JSON Data	Type	Description	Value Range	Triggering Event	Remarks
  Queue Queuing	wait	Switch	Whether a call can wait in a skill queue until the session times out when the call is transferred to the skill queue.	Y N	Click	This parameter can be set only when a call is transferred to a skill queue, including manual and multimedia skill queues.
  Specified Channel Access Code	isSpecifyAccessCode	Switch	Whether to transfer to the current channel when a call is transferred to the last agent.	true false	Click	This parameter can be set only when a call is transferred to the last agent, including manual and multimedia agents.
  Familiar Customer Mode	type	Drop-down list	Mode of selecting the last agent.	1: agent within the specified minutes 2: agent within the specified time range 3: agent on the current day	Select	This parameter can be set only when a call is transferred to the last agent, including manual and multimedia agents.
  Transfer Data	data	Table	Call-associated data that needs to be carried during call transfer.	-	-	-
  Transfer Parameters	Customized key	Text box	Key in call-associated data.	-	Enter	To obtain the customer type field, set the transferred parameter to customerEntityName. To use a visualized service guidance flow, set the transferred parameter to serviceRequest.
  Value	-	Text box	Value of the key in call-associated data.	-	Enter	Variables can be used, for example, ${FLOW.variable}. To obtain the customer type field, set the value to account or contact. To use a visualized service guidance flow, set the value to the name of a visualized flow configured on the Configuration Center > Workbench Configuration > Service Guidance page, that is, the name of the flow created in 7.
  Actions	-	Button	Delete a line of call-associated data.	-	Click	-
  Add	-	Button	Add a line of call-associated data.	-	Click	-
  Cancel	-	Button	Cancel the editing.	-	Click	-
  Confirm	-	Button	Fill back the call-associated data in JSON format.	-	Click	-

• Calling Number
  • When Transfer Type is set to Third-party number (5), the number set here is used as the calling number.
  • When Transfer Type is set to Audio and video familiar customers (9), the variable set here is used as the calling number of the customer. The default value is SYS.callingNumber.
• Enable Recording: This check box is displayed only when Transfer Type is set to Third-party number (5). 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.
    NOTE:

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