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.
The following table describes the transfer types for transferring a call to a skill queue or another agent.
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 |
After an agent transfers a call and the transferred-to agent answers the call, the agent proactively releases 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 automatic 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. |
Procedure
After answering an inbound call, the agent finds that the call needs to be transferred.
- Click on the connection bar.
- Click the tab corresponding to the transferred-to object.
- Transfer to a skill queue
- Transfer to an agent
- Transfer to an external number
- An agent can directly select an external number configured on the 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
- Transfer to a skill queue
- 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.
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