call transfer to other agents

[videanuadrian]

hy, i have the following situation here:
i have a call center with 10 seats am let`s say that i have a outbound campain for those 10 seats.
workflow:
1. vicidial starts to call number from database.
2. if a call is answered it is passed to one of my agents.
3. the agent ask the customer if he wants detail about certain product.
3.1 if the answer is yes my agent have to transfer the call and the data afferent (first name, last name.....) to a person from the sales dept witch is not here (it will logon remotely)
3.2 if the answer id no the call ends here.

how can i archive that ?
ps. - i only want to contact the sales dept if the client want a product.
i tried with call transfer from the agent interface but i cant transfer the datas too.

[ramindia]

Hi

you can use any of the transfer available

Local/Consultive/other depends on requirement

once you see the user answer yes, click transfer you see lot of options.


choose what best for your needs

ram

[videanuadrian]

well one of my big questions here is : what kind of users should be the ones from the sales dept?? because if they are agents in the same campaing the asterisk will place calls to them too and i don`t want that, or should i create a closer campain?? because i need something like a queue to the sales dept because my agents don`t know witch sales man is available at one moment.

[ramindia]

Hi

better i suggest you is buy a manager manual

it will clarify all your doubts

ram

[videanuadrian]

thank you ramidia. You are so kind. A real pal

[videanuadrian]

hello, me again with the same problem, only that now i have bought the manager manual and i still dont` know how to setup vicidial to comply with my needs.
i have the fallowing scenario:
1. i have a outbound campain witch place calls using predictive dialer
2. my agents from the outbound camp (witch i think are fronters from the manual) take calls and talk to the customer. My agent may want or may want not to transfer the call to a agent(closer) from the sales dept.
3 . i have created a in-group and a closer campain with a extension the call to the inbound campain.

I want that fronter to be able to transfer a call to a closer and with the datas of client(mysql lead datas). I`ve managed to transfer calls but only with blind transfer witch is not good for me because i dont` transfer the datas too.

How should i set the outbound campain and the closer campain so that when a fronter want to transfer a call to a closer to be able to do that.

correct me if i missunderstood the concepts of fronter and closer. btw i didn`t found in the manager manual a definition for these.

[videanuadrian]

i think that what i need here is the consulative transfer method/ but i don`t know how to set this up.
in the manual i have :

Xfer-Conf DTMF - These four fields allow for you to have two sets of Transfer-Conference Number
and DTMF presets. When the call or campaign is loaded, the vicidial.php script will show two links(D1
and D2) on the transfer-conference frame and auto-populate the number-to-dial and the send-dtmf
fields when clicked-on. If you want to allow Consultative Transfers, a fronter to a closer, you can place
CXFER as one of the number-to-dial presets and the proper dialstring will be sent to do a Local
Consultative Transfer, then the agent can just LEAVE-3WAY-CALL and move on to their next call. If
you want to allow Blind transfers of customers to a VICIDIAL AGI script for logging or an IVR, then
place AXFER in the number-to-dial field. You can also specify an custom extension after the AXFER
or CXFER, for instance if you want to do Internal Consultative transfers instead of Local you would
put CXFER90009 in the number-to-dial field.

and i don`t understand anything from here.....

[videanuadrian]

can`t anybody help me ? Rami u told me to buy the manager manual because it is all explained there. Well it seems it isn`t. What do u recomand me now ?

[mflorell]

Are your sales agents logged into a CLOSER-type campaign?

Do you have inbound groups for them?

[videanuadrian]

it there were in a closer campain. i solve my problem. at least i think so.

[TONI1992]

How you resolve the problem ?
Can you help me i have the same problem