Allow agents to transfer calls to any IVR or App module

There are many workflows where you will want to allow employees to transfer a caller into a particular call flow, IVR or to a queue. For example, if an agent is talking to a caller and realises that the caller really needs to go to the general support queue or to a specific queue for payment technical issues, how can you make this option available to agents?

Traditionally this was done in call centers or office telephone systems, by setting up extensions or telephone numbers for the agent to transfer to. But this approach has many serious disadvantages: it creates a whole new call, it does not provide an easy selector inside the system (usually browser) that the employee is working in and it allows for no integration capability (e.g. it is difficult or impossible to push the data that was gathered so far to the next employee who takes the call).

On the babelforce platform, we provide features to solve these issues with traditional telephony approaches.

First, enable any app in your call flow that will be a target for transfer.

To this open the app in the IVR applications view and simply add a tag "transfer" and give the app a friendly name. That name is how it will be presented to your employees so that they can select it, search for it and then transfer the caller to that particular call flow entry point. Here is how it looks in babelforce app editor view:

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Now the agent can select any such "transfer" app, while they are in an active call in babelConnect and then transfer the caller to it:

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This allows you to build any kind of call flow to occur after the transfer. For example, the caller can hear a waiting experience flow: "We're trying to get the next support person to deal with your query ..." or they can hear ringing and be directly routed to the next available agent. Your IVR can dynamically decide how to deal with the particular call.

Second, set up any action on an integrated system using the call transferred event.

A common use case here is to push data inside a ticket to the next agent who takes the transferred call. Another common use case is to add the data to another system, e.g. the CRM, and send the appropriate CRM contact to the salesperson who takes the call. You can see how to configure the event trigger here.

 

 

 

 

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