Updated on 2023-09-20 GMT+08:00

Transferring Calls

Context

A call can be transferred to an external number, another agent, a skill queue, or an IVR. After an incoming 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.

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 processing 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.

    • Skill Queue

    • 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.

    • External Number
      • Release Transfer is supported for inbound calls but not outbound calls.
      • 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 cannot further transfer the call to an external number.

    • IVR

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

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