Auto transfer the call to IVR extension after agent hangs up

[dspaan]

I searched the manager manual (in-groups and call-menu) for a way to do this but i couldn't find it.

I'm fairly sure this is possible with ViciDial. I want to setup my outbound campaign so every call where the agents hangs up and the customer is still on the phone the customer is stransfered to an external extension (which then plays an IVR message).

How can i do this?

[williamconley]

The agent initiates a blind transfer to the recorded message.

Please be careful of your terminology: IVR starts with "Interactive" ... do you want to transfer the client to a Menu of some sort, or a recording? (Recording is easy ... Menu not quite so easy ...) But in the standard case, the agent will press the transfer/conf button, and within that there are LOTS of options, including the Answering Machine Message, which may actually suit your purpose quite nicely if you just want to play a message and hang up.

[dspaan]

1.But what if i want to do this with every call on a certain campaign. Meaning the agent does NOT have to do a blind transfer manually but the customer gets transferred automatically after the agent hangs up, is that possible?
2.In this case we would transfer to an already existing external IVR server. So we don't have to setup anything, only the functionality of the transfer of the call.

[williamconley]

.But what if i want to do this with every call on a certain campaign. Mean the agent does NOT have to do a blind transfer manually but the customer gets transferred automatically after the agent hangs up, is that possible?

No. The agent never hangs up. That's not part of Vicidial.

Try setting it up the way it "should" work first (as in having the agent transfer to the external number, according to the manual). Then you can work on making it easier to do.

[dspaan]

Well what i mean is that the agent DOES hangup but for this specific campaign it always blind transfers when pressing the hangup button. Is that possible?

[williamconley]

Possible? Yes. Already built into Vicidial in some fashion ... No.

And when you say "hangup" ... do you mean "push the red hangup button on the screen" or actually terminate the call in the AGENT headset/handset? (are these remote agents?)

[dspaan]

I mean the red hangup button. Not remote agents.

[rahat651]

Its a old thread, but I was wondering if we can setup some action that can be taken by a remote agent. For example a remote agent On-Hook can press 5 and the call is transfered to an IVR? Something like that possible in the vicidial version 9.0.2?