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Consult Transfer

Updated: tech writers Edited:

In this scenario, the Source Agent puts the customer call on hold and makes an internal call to the Destination Agent and transfers the customer call only after the Destination Agent agrees to the transfer.

The duration for which the Source and Destination Agents are on call while the customer is on hold can be configured in the Min/Max Pause Time of the Source Agent Behavior. In this example, the Source Agent is configured to answer the customer call and then initiate a consultation call with the Destination Agent. The Destination Agent is configured to receive the conferece 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 Consult Activity with a suitable waiting period. The Min/Max Pause Time determines the time the Source Agent waits before initiating the Transfer Consult 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 Consult Activity so that the Source Agent waits for the Destination Agent to accept the incoming call.
  4. Add a Request Transfer Complete Activity to transfer the customer call. The Min/Max Pause Time determines the amount of time the customer call is on hold while the two Agents are talking. This can be configured to simulate real world behavior.
  5. Add a Wait Transfer Complete Activity to ensure that the Source Agents waits while the customer call is transferred to the Destination Agent.
  6. 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 Conference 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.
    Note: Depending on the Call Center Platform configuration, a Consult call from the Source Agent to the Destination Agent may not carry any customer attached data from the customer call. The Verify Interaction Data Activity must have an appropriate Min/Max Pause Time to ensure that the Request Conference Complete Activity is triggered by the Source Agent Behavior. The attached data might be available to the Destination Agent only after the Source Agent has joined all the three parties to the conference.
  3. Add the Request Release Activity to drop the call with the Source Agent. The Min/Max Pause Time for the Destination Agent can be set to the time the agent should be talking to the customer before exiting the call.
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