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Call transfer to agent

Use $response.replies with the switch type or the TransferCallToOperator action tag to transfer a call to an agent.

Syntax​

state: TransferToAgent
    intent!: /TransferToAgent
    random:
        a: Transferring you to the agent. Please stay on the line.
        a: Putting you through to an agent. Please stay on the line.
    script:
        $response.replies = $response.replies || [];
        $response.replies.push({
            type: "switch", // Bot reply type.
            phoneNumber: "16123456789", // The phone number the call will be transferred to.
            // You can send a SIP URI (SIP number) instead of a phone number:
            // sipUri: "16123456789@sip.voximplant.com",
            timeout: "30", // Agent response timeout.
            headers: { // SIP headers.
                "callReason": "support",
                "crmClientId": $client.id || "none"
            },
            transferChannel: "237-test-237-VDQ-28334674", // botId. The call will be routed over the SIP trunk connected to the channel.
            continueCall: true, // Redirect the customer back to the bot after the conversation with the agent.
            continueRecording: true // Continue recording the conversation.
        });

Agent transfer status​

Use the $dialer.getTransferStatus method to monitor the status of the call transfer to an agent. For example:

theme: /

    state: Start
        q!: $regex</start>
        a: Hi! How can I help?

    state: Switch
        q!: transfer to agent
        script:
            $response.replies = $response.replies || [];
            $response.replies.push({
                "type": "switch",
                "phoneNumber": "16123456789",
                "continueCall": true,
                "continueRecording": true
            });

    state: TransferEvent
        event: transfer
        script:
            var status = $dialer.getTransferStatus();
            log(status);

An entry in the following format will be added to the log:

17:14:40.459 [main] INFO  js - {"status":"SUCCESS","hangup":false,"number":"16123456789"}
17:14:40.482 [main] INFO  js - {"status":"FAIL","hangup":true,"number":"16123456789"}

Agent is unavailable​

If the transfer to an agent failed (e.g. the transfer number is busy), the customer may be re-directed back to the bot. To do so, specify continueCall: true in $response.replies and monitor event: transfer in your script.

For example:

theme: /

    state: Start
        q!: $regex</start>
        a: Hi! How can I help?

    state: Switch
        q!: transfer to agent
        script:
            $response.replies = $response.replies || [];
            $response.replies.push({
                "type": "switch",
                "phoneNumber": "16123456789",
                "continueCall": true,
                "continueRecording": true
            });

    state: TransferEvent
        event: transfer
        if: $dialer.getTransferStatus().status === 'FAIL'
            a: All our agents are currently busy. We will reach out to you later.
        else:
            a: Thank you for contacting us. Please rate our service.

Note that the customer will be returned to the state where the event: transfer event is monitored. Here you can add bot replies or reactions.

Phone number display​

When transferring a call to an agent, you can configure the display of the actual customer number, instead of the bot number. To do this, you need to create a telephone connection and configure a SIP trunk without registration and password:

  • go to SIP server connection on the side left tab > Add new connection;
  • in the Main settings > Password leave the field blank;
  • in the Extended settings > Registration is required leave the switch inactive;
  • follow the instructions to fill in the rest of the fields.