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Call Transfer Page


Main Tab - Bridged PSTN

A Transfer page is used to transfer a call to any 10 digit phone number. On the Main tab you choose from three transfer types: Bridged PSTN, TBT, and SIP Refer, if each are enabled in your account.

Bridged PSTN Transfer

Bridged PSTN transfers fall within the Genesys platform and enables you to record the entire call or get some additional call data.

When selecting this type of transfer you can set call screening, initial prompts, call transfer properties, and alternative destinations if the line is busy or there is no answer.

  • Screen the Call—To enable call screening/Whisper, select the Put the caller on hold while the receiver decides how to handle the call check box. When you select that option, you can also choose to record the caller’s name and announce it to the receiver as well as choose the go to destination if the receiver decides to reject the call. For more options, see the Whisper tab.
  • Initial Prompts—Enter the message to be played to the caller just prior to the call being transferred. For more information on configuring prompts, see Message Page.
  • Transfer the Caller—Enter the transfer to phone number, the number of rings before CX Builder considers the call missed and will route the call to the No Answer destination. You can also enable on-hold music.
  • If Line is Busy or No Answer—Set a destination page in the event that the line is busy or no one answers. For more options, see the Call Scenario tab.

TBT Transfer

Main Tab - TBT

TBT transfers do not fall within the Genesys platform. Such transfers also results in additional charges per call from carriers and is not economical for a lesser volume of calls.

When selecting this type of transfer, you can set initial prompts and call transfer properties.

  • Initial Prompts—Enter the message to be played to the caller just prior to the call being transferred. For more information on configuring prompts, see Message Page.
  • Transfer the Caller— Specify the trigger tone and phone number to which to transfer. Trigger tones are specially recorded DTMF tones that play out-of-band tones. If you click the icon to the right of each field, you can select a variable from the drop-down menu.

SIP Refer Transfer

Main Tab - SIP Refer

SIP Refer transfers is for IP calls, which can be referred out of Genesys platform. However, there are no transactional costs to do this.

When selecting this type of transfer, you can set initial prompts and call transfer properties.

  • Initial Prompts—Enter the message to be played to the caller just prior to the call being transferred. For more information on configuring prompts, see Message Page.
  • Transfer the Caller— Specify the phone number to which to transfer. If you click the icon to the right of the field, you can select a variable from the drop-down menu.
Important
For all types of transfers, when calls are transferred, the transfer call routing logic does not allow the caller to hear comfort music.

GVP Platform Customers

If you are a GVP platform customer, you also have two additional transfer types available: Bridged PSTN (User Data) and SIP Refer (User Data). These transfers are for customers who don't want to use VCC or the ACD feature but still want to attach user data. Both of these transfer types replicate the options available in the Bridge PSTN and SIP Refer transfer types but also provide the option to attach data.

Note: If your screen differs slightly from what's described here and you are unclear about how to use it, contact your account representative. If you want more information about the GVP platform, also contact your account representative.

Bridged PSTN (User Data)

Main Tab - Bridged PSTN (User Data)

In addition to specifying the the standard Bridged PSTN options, under the Attach Data section, add Key Name/Variable combinations for the data you want to attach for the transfer.

Use this for call transfers that include attached data and that remain within the Genesys domain.

SIP Refer (User Data)

Main Tab - SIP Refer (User Data)

In addition to specifying the the standard SIP Refer options, under the Attach Data section, add Key Name/Variable combinations for the data you want to attach for the transfer.

Use this for call transfers that include attached data and that transfer to an external ACD.


Whisper Tab - Give receiver call control selected

For Bridged PSTN transfers only, the whisper, or call screening feature allows the receiver to become more effective in deciding what calls to answer, and what to say as they answer them. When you turn Whisper on, the system provides the receiver some information relating to the caller just prior to connecting the call. This tab allows you to configure the whisper that is appropriate for your particular situation. To enable the Whisper feature, enable Put the caller on hold while the receiver decides how to handle the call check box.

Note: The Whisper functionality is limited to the treatment being played from the IVR. If agents are using the functionality, callers cannot opt out (zero-out) of the call at the same time.

Record the caller’s name and announce it to the receiver

With this option checked, CX Builder asks the caller for their name and records their response. Then, CX Builder plays the recording of the caller saying their name to the receiver during the Whisper.

Prompts Receiver Hears

These prompts are played only to the receiver during the Whisper. Configuring the prompts works exactly the same as on a Message page.

Give the Receiver call control options before connecting the caller

Checking the check box next to where it says Give the receiver call control options before connecting the caller. populates the Receiver Commands interface.

Enabling call control allows the receiver to accept or reject a call during the whisper by pressing or saying a command. You can choose to allow only touch-tone commands by checking the check box next to Enable touch-tone only call screen. (This is enabled by default for touch-tone only voice sites).

Commands to Accept the call

These are what the receiver can say / press to instruct the system to connect the call.

Commands to Reject the call

These are what the receiver can say/ press to reject the call and redirect the caller to another voice page. You can have multiple reject commands and destinations.

Allow Receiver to Say a Site Command to redirect the call

You can automatically configure the re-directions by checking this box. The system then listens for any Site Command from the receiver, and interprets it as the destination for the caller.

No Input and No Match

Note: The No Input and No Match features do not work as intended. For this page, the No Input and No Match features operate according to how they are set in Site Properties.



Call Scenarios Tab

For Bridged PSTN transfers only, for each Call Scenario, the system can play a prompt and take the caller to another Voice Page. When a call successfully completes, the system can end the call. By default, a No Answer and a Busy response are directed to the same destination, if you wish to have different destinations, click the Use Multiple Destinations link.


Advanced Options Tab - Bridged PSTN transfer example

On the Advanced Options tab you can configure additional features.

  • For Bridged PSTN, Bridged PSTN(User Data), TBT, SIP Refer and SIP Refer(User Data) transfers:
    • Barge-In—With Barge-In on, the caller can interrupt the prompt, whereas with Barge-In off, the caller is forced to listen to the entire prompt before transferring the call.
    • Disable Site Commands—If this page represents a critical state in your Voice Site, where you want to ensure that the caller stays within the page and only leaves it through the specified Page Call Scenarios, it is advisable to turn off Site Commands, as they serve as 'always on' global navigation otherwise.
  • For Bridged PSTN transfer only:
    • Play On-Hold Music—Configure audio to be played to the caller while the call is being transferred.
    • Allow caller to be redirected to a Voice Page—Enable this feature to allows a caller to be redirected to a voice page after the call has been transferred. You can have multiple commands (touch-tone sequence), each command should be in the "star-digit-digit" format (for example, *11).
    • Customize Caller ID—To mask the caller ID of your callers to the receiver, enable the Customize Caller ID check box. You can chose from a static number, a variable, or a number in your CX Builder account.
    • Limit Call Duration—Enable this option to limit the duration, in seconds, of the transfer portion of the call. For this option, you can also enable playing a warning to the caller informing the caller the number of seconds before the end of the call.
    • Transfer Variables—Configure the variables used to store information about a call that can be used in other Voice Pages or for reporting.
Variable Purpose Format
Talk Time Time caller was talking to Agent Seconds (for example, 235)
Call Outcome Classification of the call according to what the caller experienced Text string. Possible values: No Answer, Busy, Transfer Time is Up, Call Completes
Referrer The site and page number of the Voice Page the caller visited before they came to the queue. This is used to determine which page the caller "zeroed out" on. Text string (for example, 44335/8)

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This page was last modified on May 13, 2016, at 12:08.