Transferring issue from fronters to closers

[Plat]

Got an issue...have like 4 groups that the fronters can transfer to closers ... but whats happening is that the fronters sometimes dont transfer to the correct closer group...is there any way to set those fronters while in a call from a certain xfer group to only have one selection to transfer to the right closers group. Is that possible? Since we got multiple 4 of em sometimes they slip and choose the wrong one when they xfer a call. Is there any way to make it where they only have 1 option instead of all 4 to transfer to pending on which type of phone call they are on?

[williamconley]

Simple answer: Put the fronters in separate campaigns. Each campaign can then have a limited list of "Closers".

If that's not possible ... re-examine why it's not possible and make a change so it IS possible. LOL

Reality Check: Please define "which type of phone call they are on". Technically. Remember that Vicidial is not listening to the call and catching keywords like "insurance" vs "Vacation". So: How would Vicidial know "which type of phone call they are on"?

There are some more complex options, such as the Agent API with a web page in the Script pane making the decision based on selections made before the call terminated and/or values in the Lead record. Moving the transfer button into that page would allow the Agent API to initiate the transfer (agent still pushes a button, but it would be a big red button that says "Transfer!" and would make the decision instead of the agent "where" to send the call.

[Plat]

See thats the thing they know what type of call they are on because it shows on the top of their agent screen the ingroup of the call and they are color coded of course, but all the calls have the same pitches basically. So when they xfer to the wrong closer ingroup then it screws up the stat report that i built and will show they xfered to THIS ingroup instead of the proper one. Its all agent errors when it happens of course. I like ur idea of seperating them but i want to keep it as simple as possible because i cant really do that, we flip them throughout the day and add or take away certain ingroups per rep.

[Plat]

So in the defense of what u said vici cant listen to the call...no of course not but it does know which ingroup it came in on. So if it could show the ONLY closing ingroup they could xfer to due to the ingroup the call came in on ...thats my question.

[williamconley]

Since each agent is in multiple ingroups, and this functionality is at the Campaign level, not the Ingroup level, the only solution I'd have left for you would be to move this decision to a script or web form page and use the agent api to actually transfer the call.

Alternately, you could pay to have the Ingroup system altered to limit transfer groups based on the ingroup. bit more expensive, and would require changes to both the admin GUI and agent screen, but certainly doable (and useful based on your description). If you choose this method, be sure to pop the extra bit for a DIFF to be submitted for inclusion in the project (so when you upgrade you don't have to add this again).