‘Call Transfer’ in our Dashboard allows your agents to transfer incoming calls to another agent or a group.
If you haven't checked on how to do I transfer an incoming call to a co-worker? please refer to this article.
How does it work?
An agent who is active on a call can click on the ‘Transfer’ button to select another agent or group.
Also, note that in the drop-down while selecting the agent the list will show only the agent who is not on call from the Exotel dashboard ( idle status )Only free agents who are visible are selected. If an agent is busy on another call, their name would not appear.
Groups that do not have any agent present (empty) or all agents are offline cannot be used for transfer.
All group transfers have queuing enabled by default with Exotel's default Queue Music and a maximum wait time of 30 minutes. Queuing gets triggered if all agents in the group are busy when a transfer occurs.
The agent needs to disconnect the call once the free agent is selected. The customer will remain on call while the transfer attempt is made to the selected agent.
Voila! The transferred agent gets connected.
How to set it up?
Go to App Bazar in your left panel in your Exotel dashboard.
Click on Avaiable apps
You need to buy the 'Call Transfer app' from App Bazaar. You will be charged a monthly rental against each installation.
Configure the app based on your use case or continue with default.
You can add 'Passthru' (webhook) to receive call data about the transferred attempt.
You can add a 'Call Flow' (like IVR feedback) at the end if there is no further transfer i.e. conversation occurred without any transfer OR conversation occurred after a transfer attempt. Do note, that no further transfer will be allowed once the call reaches this flow.
You can enable queuing so that the calls are queued if all the agents in the transferred group are busy.
You can have the pop-up URL t intimate the calls for the transferred agent in the CRM
You can choose to record the transferred calls and the same can be found on the dashboard
Once the app is installed, follow the configuration steps below to allow the transfer. Otherwise, you may get the below error.
How to configure Exotel’s Transfer feature?
Once, the call transfer feature is enabled for your account, the call transfer applet will appear. However, to make it work for your incoming calls, follow the steps below to edit the call flows:
Go to ‘App Bazaar’ and edit the call flow where you want to enable the transfer capability.
Edit the ‘Connect Applet’ exit path of ‘After the call Conversation ends’ and drag the ‘Call Transfer’ applet.
Select the app name from the dropdown.
Follow the same method for other call flows or connect applets in your account wherever transfer is required.
FAQs
What types of call transfers are supported?
Currently, only ‘blind transfer’ (aka ‘cold transfer’) is supported where the agent needs to disconnect the call and the customer gets connected to another agent.
How many times can a live call be transferred?
Currently, a live call can be transferred between agents up to 25 times.
Can I transfer a call to a group?
Yes, if you have installed the transfer app from our App Bazaar.
Such a call transfer would automatically have queuing enabled and routing would be sequential.
Will there be multiple recordings for a transferred call?
Yes, if the recording is enabled in the call flow and transfer app, all such recordings will be accessible via Inbox under one call reference id.
Can I set up a transfer feature using Exotel in my CRM?
Yes, using our flow builder and Connect Applet can be used. Refer to this for more information.
Can I download a report for transferred calls?
You can download normal call reports from our dashboard which would contain information only about the first call. The price details section will contain information about multiple legs.
The agent report, however, will contain the complete information of such calls.
Can I find transfer calls in my Inbox?
Yes, in Inbox you can filter 'transfer' calls and view the transcription as well.
Is this available for Outgoing Calls?
Currently, this is not available for outgoing calls.
If you have any questions or concerns, please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888.