How to use a transfer action?

Once the conversation between the voice agent and the caller ends, you can transfer the call to the contact center of your customer.

Step 1 : choose the type of telephony connexion or the method. SIP is a more frequent and innovative protocol than PSTN that is the historical way of communication

Step 2 : following the structure of the contact center, identify how to define the destination of the call

a) If the destination needs a specific routing, use a data match and write down the associated context key. For instance, a postal code can be linked to an id region and an id region an be linked to a phone number.

b) You can also use a simple phone number

Step 3 (optional) : you can write down in the DTMF section as you saw in the Destination section, a context variable or a number to play in the IVR.

Variant : make an internal call to a calldesk bot

Configuration of transfer action for a call to another calldesk bot

Destination:

Should be set to a static value like

<sip:[email protected];transport=TLS>

Or a dynamic value, depending to the context keys values

<sip:{transferPhoneNumber}@v5.sip.calldesk.fr;transport=TLS>

SIP Headers

Set a new header X-refer with value true

It will use REFER (more reliable) instead of classic SIP transfer