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Voice Call Transfer

Item Name: Voice Call Transfer.

Category: Call Center.

Description: Advanced Functionality. It has a customizable name, it relies on Voice Gateway connector to transact and forward voice interactions with destination to an external call center provider.

Functionality: Allows transferring to an external Callcenter provider, essential if you wish to incorporate human attention to voice-based automation design flows.

👀 Action Preconditions:.

  • Applicable only to channels with identifiers 18 (skypeVoice), 25 (VoiceExternalProvider), 26 (VoiceInternalProvider).
  • Must take into account the setting of the TIMEZONE configuration parameter, for the correct operation of the configurations to be executed outside the defined working hours.
  • Voice connector must be active for your application.

Voice Call Transfer action configuration fields

[Name] Unique configuration box descriptor for the purpose of identifying the configuration in the flow.

[Basic Configuration Subset] **[SIP Transfer SIP Command

[SIP Transfer Command]: String type expression field in which the code given by the communication provider must be inserted.

Example:

`'560111111111xx'

[Session entities to be sent in the call transfer as user data] One or more entities already created must be selected, these will be sent to the external provider as additional customer information.

Example:

*@AGENT_NAME

@@CLIENT_NAME

Subset Configuration of working hours (optional)

This section presents separate configuration boxes for each day of the week (Monday to Sunday), which may be configured with the following parameters:

  • Working hours: Selecting whether or not it corresponds to a working day (it is only possible to choose one option).
  • Schedule: The start and end time of the channel's working day.
  • Message: A message to be displayed when the service is out of hours.

[Intention to execute in case of being out of working hours]: for this tag the entity (previously created of Boolean type) that stores the actions to be executed out of working hours is selected.

Advanced Options: Not declared.