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Single Step Transfer

Updated: tech writers Edited:

In this scenario, the Source Agent is configured to answer the customer call and then initiate a Single Step Conference (also known as Blind Conference) with the Destination Agent. The Destination Agent is configured to receive the Conference Request from the Source Agent.



Source Agent Behavior



  1. Add the Wait Ringing and Wait Answer Activities.
    Note:
    • If the Virtual Agent is not configured for auto answer, add a Request Answer Activity before the Wait Answer Activity.
    • Third party Answer Call request is currently not supported for the Cyara-emulated SIP extensions. To know if your PBX supports third party call control, check with your PBX vendor or documentation.
  2. Add a Request Transfer Single Step Activity with a suitable waiting period. The Min/Max Pause Time determines the time the Source Agent waits before initiating the Single Step Transfer Activity. The Transfer Destination can be a Virtual Agent extension, a Route Point, or any other destination supported by the Contact Center Platform.
    The transfer destination format depends on the CTI vendor. For information about transfer destination formats for different vendors, see Transfer and Conference Destination.
  3. Add a Wait Transfer Single Step Activity so that the Source Agent waits for the Destination Agent to accept the incoming call.
  4. Add the Request Release Activity so that the Source Agent exits the conference call and goes to the next step, which can either be Ready or After Call Work depending on the Contact Center Platform configuration.

Destination Agent Behavior

The Destination Agent answers the incoming transfer request from the Source Agent.

  1. Add the Wait Ringing and Wait Answer Activities.
    Note:
    • If the Virtual Agent is not configured for auto answer, add a Request Answer Activity before the Wait Answer Activity.
    • Third party Answer Call request is currently not supported for the Cyara-emulated SIP extensions. To know if your PBX supports third party call control, check with your PBX vendor or documentation.
  2. Add Verify Interaction Data Activity with suitable attributes to check if the attached data from the original customer call is passed to the Destination Agent.
  3. Add the Request Release Activity to drop the call with the Source Agent. The Destination Agent goes to the next step, which can either be Ready or After Call Work depending on the Contact Center Platform configuration.
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