Call transfer

Hello.

I have 2 digital recptionists. When I received a call I want to transfer the call ( dialing *2 ) to my second digital receptionist. How can I do it ?

This post has been edited 1 time(s), it was last edited by tij on 13.10.2009 at 14:31.

RE: Call transfer

It depends on the SIP UAs used and the type of transfer employed.

• What type of IP phones, ATAs, soft-phones, are you trying to do the transfer with?
• What type of transfer are you trying to use? Attended or Blind transfer?

RE: Call transfer

Zitat:

Originally posted by Diafora It depends on the SIP UAs used and the type of transfer employed. • What type of IP phones, ATAs, soft-phones, are you trying to do the transfer with? • What type of transfer are you trying to use? Attended or Blind transfer?

Thank you for your quick answer. I can make transfer yet. I'm using *2 , blind transfer . Now I want to transfer the call to my digital receptionist. For example, I receive a call, them I dial *2 and dial the number of my ( trunk or extension ? ) that has a digital receptionist ? Am I rigth ?

RE: Call transfer

I am not entirely sure, but I believe there is a misconception regarding the use of Digital Receptionist. As far as I know, the only way to invoke (send a call to) the DR is via an Inbound route.

Typically, an inbound route sends an inbound call from a trunk, to a voice menu of the Digital Receptionist, which in turn lets the caller listen to a message, and input his choice. Based on the caller's choice the DR (IVR) sends the call to a predefined destination: Extension, Ring Group, etc.

If the call has been already answered by a human on an extension, why would you want to send it back to an IVR, via a blind transfer?

Maybe I am overlooking something, so please help me see a call scenario where such functionality would be useful.

RE: Call transfer

Ok . Diafora. I`ll try...

I have one Digital receptionist, it has an explanation about my service, so when I receive a call and the caller wants to know about my service, I`ll transfer the call to my digital receptionist that has an explanation about me. I hope you undstand me. Thank you again

This post has been edited 1 time(s), it was last edited by Dia on 18.10.2009 at 17:17.

RE: Call transfer

It's not my place to judge, how you want to deal with your callers, but if the caller has been through your IVR, has listened to all the options, and decided to talk to you, why would you want to send him down the same IVR menu structure?

If you wish for your caller to make a selection going through a deeper voice menu, which might provide an expanded level of detail, you might include different options on a single voice menu: Press 1 for an overview of the service, Press 2 for some details of the service, Press 3 for all the details of the service, etc.

Generally IVRs are used to route a call to the right person, to provide the answers, or some service to the caller. If the agent can't handle the call, they usually transfer it to another Extension, Ring Group or Queue, but not to another IVR.

Having said that, if you absolutely have to transfer the caller to the same or a different IVR menu, you should send the call outside of your PBXes account, so when it comes back down an Inbound Route it can be sent to the IVR again. Preferably you do this via a SIP URI, instead of handing it back to the PSTN.

RE: Call transfer

Thank you Diafora. I`ll do it.