Call transfer is a feature that allows you to automatically redirect an incoming call to another employee or a group of employees. This can be useful if you have multiple operators answering customer calls or if you need to quickly pass the call to a more experienced employee.
To set up call transfer, follow the steps below.
¶ 1. Connect the transfer trunk
To connect an external telephony trunk, submit a request in the Telephony and Calls → Connect Telephony Trunk section on the support portal.
¶ 2. Set up the transfer route
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Go to the Voice bots > Settings > Routing section in your personal account.
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Click Create call routing or
in the upper left corner. A route creation window will open. -
Fill in the following mandatory parameters:
3.1. Route name — the name that will be displayed on the route card after creation.
3.2. Route type — set according to the transfer purpose:- PBX docking (inter-station communication): choose if the route is used for PBX interconnection and implies the use of any standard telephony tools such as internal number calls, transfers, dial-ups from voice menus, etc.
- Standard: choose if the route is used for making outgoing calls to the world.
Incorrectly chosen type can lead to system malfunction and incorrect billing.
3.3. Number Template — the number to which the call will be transferred. It is also possible to enter a number template in Asterisk format. For detailed information about Asterisk, see the official documentation.
Templates are indicated by “_” at the beginning of the line, and support the following special characters:
X - any digit from 0 to 9.
Z - any digit from 1 to 9.
N - any digit from 2 to 9.
[] - one of the digits in brackets. For example, when entering [14-6], the template will expect one digit from the list: 1, 4, 5, or 6.
. - any number of any digits and symbols.
3.4. CallerID Number Template - the displayed number from which the transferred call will be received. If you do not need to perform any actions with the displayed number, leave the field empty.
3.5. Number conversion - parameters that allow you to modify the number to which the transfer will be made. If the transfer destination number does not need to be modified, leave the Delete field set to 0, and the Add field empty.
3.6. Trunks: select the trunk that will be used for the transfer.
To set up call routing, connect the external telephony trunk.
- Click Save.
¶ 3. Configure transfer in the script
To do this, add a Result block with the following parameters:
- Action type: transfer to an operator.
- Action on redirection: arbitrary transfer direction.
- Destination: the number matching the number template in the route settings.
Thus, after completing the above steps, the call will be successfully redirected to the operator.
If the operator does not join the call within 18 seconds, the connection will be automatically disconnected.