Transferring Calls

Often, an agent might need to transfer a call. This could be a transfer to a finishing agent, a supervisor, or to another agent. In addition, consider whether the agent should be able to contact the third party prior to transferring. If the call should immediately be transferred to the third party, without notification, we call it a blind transfer. If the agent contacts the third party prior to transferring, we call it a consult transfer.

Blind Transfers

For the blind transfer, the IS_Action_Transfer Scripter function will be used. The IS_Action_Transfer action requires two attributes:

recipient

The extension of phone number of recipient of the transfer.

consult

A flag to designate whether this is a consult transfer action. To perform a blind transfer, simply provide the third-party phone number and execute the transfer.

Consult Transfers

In the case of the consult transfer, these additional Scripter functions will be used:

• IS_Action_Hold

• IS_Action_Pickup

• IS_Action_Disconnect

• scripter.CreateCallObject

• scripter.CallObject.dial

• scripter.CallObject.pickup

• scripter.CallObject.disconnect

When performing a consult transfer, the scripter object will be used to create another call object. This will represent the phone call to the third-party prior to transferring. The script will create the second call and then tear it down when the initial call is actually transferred. The phone number may be a fixed value or may be a field entered by the agent.