Redirect Calls Economically with a Single-Step External Transfer Option
The following tutorial describes how to configure a menu option that transfers callers to an external number in a single step (i.e., without being processed by the Connect Call block). This is accomplished by using the External Transfer Call scenario block. Note that this block is available only if your service provider allows the feature for your contact center.
Notes about the External Transfer Call scenario block:
The External Transfer Call block operates differently than the Connect Call block. When this block is executed, it sends a SIP REFER request to the external trunk associated with the active call. If the external trunk accepts the request, Bright Pattern is removed from the call path and the external trunk attempts to connect the call to the specified destination.
Because Bright Pattern is removed from the call once the transfer is accepted:
- Bright Pattern cannot determine whether the destination was successfully reached.
- Call recording stops at the moment the REFER is accepted.
- Any failures after acceptance (invalid number, busy, no answer, etc.) are handled entirely by the external carrier and are not reported back to the scenario.
Additional important considerations:
- The block works only if your VoIP telephony carrier allows this feature for your contact center.
- The block is shown in the Scenario Builder application only if the Allow using network transfers (SIP REFER) on trunk-to-trunk calls to avoid trombones feature is enabled in the Service Provider application.
- The transfer request may be accepted or rejected by the external trunk.
- This block works only when there is an existing call to or from a customer on a trunk; it cannot be used if there is no active call leg.
- The scenario terminates immediately after the transfer attempt through this block.
Scenario Example
Click the following link to download an annotated version of this voice scenario example.
Media:App_Menu_with_a_Single-Step_External_Transfer_Option.zip
For instructions on how to import this file into your contact center, see the Contact Center Administrator Guide, section Scenarios Overview > How to Export and Import Scenarios.
For general information about scenarios, refer to section Scenario Builder Overview.
As a reminder, this scenario is an example for testing purposes only and is NOT intended for production use.
Procedure
1. Configure a Menu block
The first step will be to configure a Menu block. In our example, the Menu block has three transfer options:
- Agent
- Accounting
- An affiliate business
The “affiliate business” option will transfer the customer directly to an external number.
Next, we will add the External Transfer Call block to the desired menu option, which in this example is the affiliate business option. This block routes calls directly to external options without being processed by the Connect Call block. Because it removes the contact center from the call path if the external trunk honors the transfer, it may reduce bandwidth use and call latency compared with using Connect Call.
2a. Add the Connect Call block to the External Transfer Call block’s conditional exit
If the External Transfer Call block takes the Transfer Failed conditional exit, the call can still be bridged to the external number if the Connect Call block is added to the conditional exit branch; the call can be transferred by configuring the Override Destination option. Using Connect Call keeps the call in the contact center’s call path. This may increase bandwidth usage, but it allows the scenario to maintain call recording and control. Connect Call can also be more reliable if the external trunk rejects the REFER request or fails to connect to the destination.
3. Define the actions for the other Menu block options
For the remaining menu options, we add the Find Agent and Connect Call block to each option. Each Find Agent block is configured to search for agents with skills that match the branch options (i.e., a general accounting option and a customer service option).
