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An agent can transfer a call to a person. You set this up with a transfer tool on the agent version, listing the destinations the agent may use.

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Destinations

Each destination has:

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Cold transfer

The caller is handed over directly. A sip_uri destination works for cold transfers only.

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Warm transfer

The agent puts the caller on hold, calls the person, briefs them, and then connects the two. In whisper you can use the variables {{summary}} and {{destination}}.

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When nobody answers

If the person does not answer, or hangs up during the briefing, the caller returns to the agent. The agent offers to take a message, which goes into the summary.

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Recording after a transfer

Recording continues on both sides after a warm transfer, unless you have turned recording off for the agent. Tell your staff that calls are recorded.

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Tips

  • Write each destination description as a plain rule, such as “billing questions during business hours”.
  • Test the transfer from a browser call before you point a number at the agent.