Is it possible to transfer a call in conference by a agent?
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Is it possible to transfer a call in conference by a agent?
by mohankumar » Tue Feb 13, 2007 5:38 am
Is it possible to transfer a call in conference by a agent?If it is possible please help me to transfer the call to other agent in client page of vicidial.There is a Transfer-Conf tab in client page of vicidial I dont know how to do it...
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by caspar » Tue Feb 13, 2007 7:47 am
During a live call, you will be able to press the TRANSFER-CONF button that will display the "TRANSFER CONFERENCE FUNCTIONS" frame.
There are two ways to call a third party and bring them into the session:
- The "DIAL WITH CUSTOMER" button, allows the agent to dial the third party at the number that was typed in next to the “NUMBER TO CALL” field with the customer on the line while the call is dialled.
- The "PARK CUSTOMER DIAL" button will park the customer and place the call. The customer can later be retrieved again with the "GRAB PARKED CALL" button.
The "LEAVE 3-WAY CALL" button will send the customer and third party to another conference and allow the agent to disposition the call and move onto the next call.
The "HANGUP XFER LINE" button will hang up the third party and allow the agent to continue talking to the customer.
The "HANGUP BOTH LINES" button will hang up both the customer and the third party and will go directly to the Disposition screen.
The OVERRIDE checkbox enables the direct sending of the digits in the “NUMBER TO CALL” field as the dial out number is unaltered. Some systems require dialling a prefix like 9 or 1 before some numbers are dialled and that may be done automatically, but the OVERRIDE checkbox forces the number to be sent exactly as the agent has defined the number.
The "INTERNAL CLOSER" and "LOCAL CLOSER" buttons are used to send calls to closer agents. The usage of these buttons and the code that must be entered depends on the campaign set up.
The "BLIND TRANSFER" button will immediately drop the customer to a new line and call the number specified in the “NUMBER TO CALL” field. The agent will be sent to the Disposition screen.
The agent can send a call to an answering machine message with the VM button if the campaign is set up for it and if the agent receives a call that has an answering machine on the other end. The message will be played to the answering machine and the agent will be sent to the Disposition screen.
A campaign may have up to two presets in the “TRANSFER CONFERENCE FUNCTIONS” frame if it is set up for it. These presets are small text links in the middle row of the “TRANSFER CONFERENCE FUNCTIONS” frame on the far right that are labelled D1 and D2. These links will fill in the values in the DTMF Number box and/or the “NUMBER TO CALL” field.
Hope it helps
There are two ways to call a third party and bring them into the session:
- The "DIAL WITH CUSTOMER" button, allows the agent to dial the third party at the number that was typed in next to the “NUMBER TO CALL” field with the customer on the line while the call is dialled.
- The "PARK CUSTOMER DIAL" button will park the customer and place the call. The customer can later be retrieved again with the "GRAB PARKED CALL" button.
The "LEAVE 3-WAY CALL" button will send the customer and third party to another conference and allow the agent to disposition the call and move onto the next call.
The "HANGUP XFER LINE" button will hang up the third party and allow the agent to continue talking to the customer.
The "HANGUP BOTH LINES" button will hang up both the customer and the third party and will go directly to the Disposition screen.
The OVERRIDE checkbox enables the direct sending of the digits in the “NUMBER TO CALL” field as the dial out number is unaltered. Some systems require dialling a prefix like 9 or 1 before some numbers are dialled and that may be done automatically, but the OVERRIDE checkbox forces the number to be sent exactly as the agent has defined the number.
The "INTERNAL CLOSER" and "LOCAL CLOSER" buttons are used to send calls to closer agents. The usage of these buttons and the code that must be entered depends on the campaign set up.
The "BLIND TRANSFER" button will immediately drop the customer to a new line and call the number specified in the “NUMBER TO CALL” field. The agent will be sent to the Disposition screen.
The agent can send a call to an answering machine message with the VM button if the campaign is set up for it and if the agent receives a call that has an answering machine on the other end. The message will be played to the answering machine and the agent will be sent to the Disposition screen.
A campaign may have up to two presets in the “TRANSFER CONFERENCE FUNCTIONS” frame if it is set up for it. These presets are small text links in the middle row of the “TRANSFER CONFERENCE FUNCTIONS” frame on the far right that are labelled D1 and D2. These links will fill in the values in the DTMF Number box and/or the “NUMBER TO CALL” field.
Hope it helps
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by albatroz » Wed Apr 04, 2007 8:10 pm
What is the difference between INTERNAL and LOCAL closers?
The "INTERNAL CLOSER" and "LOCAL CLOSER" buttons are used to send calls to closer agents. The usage of these buttons and the code that must be entered depends on the campaign set up.
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by caspar » Fri Apr 13, 2007 2:15 am
Please correct me if I am wrong. According to my understanding a closer agent is an agent that is ready to receive inbound phone calls. An internal closer is a closer agent that is logged in to the same server as the current agent. A local closer is a closer agent that is logged in to another server.
Does in-groups always have to follow the following convention:
CL_XXX_ for internal closers
CL_XXX_L for local closers
(where XXX is the campaign's name)
The reason I am asking is that in the SCRATCH_INSTALL.txt the CL_GALLERIA in-group is used for an example, but it does not contain a "_" on the end.
Does in-groups always have to follow the following convention:
CL_XXX_ for internal closers
CL_XXX_L for local closers
(where XXX is the campaign's name)
The reason I am asking is that in the SCRATCH_INSTALL.txt the CL_GALLERIA in-group is used for an example, but it does not contain a "_" on the end.
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by caspar » Fri Apr 13, 2007 6:23 am
Just for clarification:
A fronter is the agent that receives the client's inbound call and is logged in using an in-group like CL_GALLERIA.
When the fronter receives an inbound call, he/she can transfer it to an internal closer which is in a different in-group like CL_SALES_ but is using the same server OR he/she can transfer the call to a local closer which is in a different in-group like CL_PRODUCTION_L and a different server (with load balancing).
A fronter is the agent that receives the client's inbound call and is logged in using an in-group like CL_GALLERIA.
When the fronter receives an inbound call, he/she can transfer it to an internal closer which is in a different in-group like CL_SALES_ but is using the same server OR he/she can transfer the call to a local closer which is in a different in-group like CL_PRODUCTION_L and a different server (with load balancing).
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by mflorell » Fri Apr 13, 2007 10:13 am
This all gets very complicated, but you are mostly right.(This is why I plan on reworking the entire transfer-conference framework for 2.0.4)
For example, a call comes in to a fronter on the CL_GALLERIA
If that fronter clicks INTERNAL transfer, the call will go to an agent on that server to the CL_CL_GALLERIA_ inbound group (it adds "CL_" to the beginning and "_" to the end).
If that fronter clicks LOCAL transfer, the call will go to an agent on the other server to the CL_CL_GALLERIA_L inbound group (it adds "CL_" to the beginning and "_L" to the end).
Clear as mud
This is why I want to redo this section to allow selections of other inbound groups to send to and other options.
For example, a call comes in to a fronter on the CL_GALLERIA
If that fronter clicks INTERNAL transfer, the call will go to an agent on that server to the CL_CL_GALLERIA_ inbound group (it adds "CL_" to the beginning and "_" to the end).
If that fronter clicks LOCAL transfer, the call will go to an agent on the other server to the CL_CL_GALLERIA_L inbound group (it adds "CL_" to the beginning and "_L" to the end).
Clear as mud
This is why I want to redo this section to allow selections of other inbound groups to send to and other options.
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