Call transfers allow for the agent to hand off a call to another resource, whether internal or external. 

With internal quiet call transfers, agents have the option to speak to another available agent or supervisor, then hand the call off to them. Data that had been captured by the original agent will transfer to the receiving agent for a seamless transition. CX Route also supports simple transfers back to a queue, or out to a third party.

1. Transfer Types
2. Preparing the CommFlow
3. Configuring the Campaign
4. Transferring the Call
5. Call Data
6. Viewing Call Transfer Data in CX Explore

This article refers to a commflow that is configured with a script and integrations. For more information on setup, see the article(s) titled CommFlow Basics, and/or Integrations.

1. Transfer Types

Referenced throughout this article are the following transfer types:

• Cold transfer- Call handoff in which Agent1 hits the transfer button and hangs up immediately, leaving the caller to wait for Agent2 to pickup the call (frequently a transfer to a queue).
• Warm (Normal) transfer- Call handoff in which Agent1 stays on the line and introduces Consumer to Agent2 before dropping (and they sometimes even all talk together for a while to make sure Agent2 can help).
• Quiet Warm transfer- Call handoff type in which the consumer cannot hear Agent2's phone ringing or answering. Caller is not able to listen in on the interaction between Agent1 and Agent2.
• MoH Quiet transfer- When enabled by an administrator, quiet transfers will play music on hold to the caller while they are between agents.
• Campaign transfer- For the quiet/regular handoff of calls between agents on the SingleComm platform. These can be from Agent1 to Agent2 within the same or different campaign(s).
• Destination transfer- For the handoff of calls from agents on the SingleComm platform to an external third party.
  *Script data transfer is not supported in this transfer type.
• Cold IVR transfer- For the transfer of calls from an agent to an external third party and controlled by the IVR.
  *Script data transfer is not supported in this transfer type.

2. Preparing the CommFlow

Once the CommFlow is created with the desired script, there are 2 session fields that must be added in preparation for the transfer of script data.

Add the Session Fields
From the CommFlow settings page:

• Click Edit
• Click to access the Session Fields tab
  
• Click + Add Field
  
• Add Label/ Description for the following:
  • Label*: callid Description: current call id
    *This session field can be labeled any way you wish. 
• Click Update to save and close the Session Fields

Add the Parameters
From the CommFlow graph:

• Click the wrench on the Embed node
  
  
  
• On the Embed pop-up, click the Parameters tab
  
  
  
• Click + Add parameter
  
• Add the following parameter:
  *Other parameters may already exist in this pop-up. The following can be added to the end of the list.
  
  • Identifier: callid / Session Field: callid
    *Descriptions are not required but can be added here
    
• Click Update to save and close the pop-up

3. Configuring the Campaign

To allow transferring, it must be configured in CX Route.

From inside the desired campaign:

1. Click the Transfers tab
2. Select the Agent Hang Up Behavior
   • Terminate all remaining call legs / Continue call
3. Select the Customer Hang Up Behavior
   • Terminate all remaining call legs / Continue call
4. Set the Campaign Transfer Options 
   This is to allow the transfer from agent to agent on the same campaign using the same script or agent to agent assigned to another campaign and another (different) script.*
   *Both scripts must be from the same Program.
   
   
   • Click New Option
   • Type in a Label
   • Choose from available options in the Campaign dropdown
   • Choose transfer type in the Quiet dropdown 
     • Normal (regular)
     • Quiet
       
       
5. Set the Destination Transfer Options (if applicable)
   This is to allow the transfer calls from the agent to a third party system outside of the SingleComm platform.
   
   
   • Click New Option
   • Type in a Label
   • Choose from available options in the Destination dropdown
   • Choose transfer type in the Quiet dropdown 
     • Normal (regular)
     • Quiet
   • Choose the HUP Behavior
     • Continue Call 
     • End All Call Legs
       
       
6. Set the IVR Transfer Options (if applicable)
   This is to allow the cold transfer of calls from an agent straight to a queue.
   
   
   • Click New Option
   • Type in a Label
   • Choose from available options in the IVR dropdown
   • Choose from available options in the Node dropdown*
     *This option becomes available only when an IVR is selected

4. Transferring the Call

Transferring Agent (Agent #1):

When the call is transferred from Agent #1 to Agent #2 (can also be an available supervisor), it can be done as a warm or cold transfer. Depending on the options selected for the IVR on the Transfer tab of the campaign, the transfer type can also be regular or quiet.
*For detailed definitions of transfer types, click here.

While in the call, the agent will see transfer-type buttons in the left-hand navigation bar:
 *Individual options vary based on script configuration

The button setup is based on the way the campaign was configured. The above example shows buttons for:

• Quiet TFR: quiet/warm transfer to another agent (Campaign Transfer)
• Simple Transfer back to queue: regular/cold transfer to queue with MoH, if applicable (IVR Transfer)
• Transfer to Supervisor: quiet/cold transfer to supervisor

Pressing any one of the above buttons triggers the call transfer.

If set up to handle quiet and/or warm transfers, the transferring agent will see an additional set of buttons in the left-hand navigation bar:

The 4 buttons across the top pertain to actions that Agent #1 can take against Agent #2

• Hold- places Agent #2 on hold to allow Agent #1 and the caller (consumer) to converse
• Mute- silences Agent #2
• Off/On- indicates that the caller is currently not connected to the agents. Toggle to On for a warm transfer
• End- disconnects Agent #2

Once the call is transferred successfully, the agent is presented with Disposition options, at which point their session is complete.

 The agent must disposition their leg of the call!
If the agent chooses not to dispo the call once it is transferred, or if they do not assign a disposition before it times out, their call leg will receive the disposition that gets assigned at the end of the call (final leg).

A "Transfer" disposition, or transfer-type dispositions may be added to the available options during the script building process to help track the entirety of the call.

*Each call has a single Root Call ID, but may contain multiple Session IDs (call legs) based on the number of times it is transferred to a new agent.

Receiving Agent (Agent #2):

Once the call is handed off, the receiving agent will see:

1. Script title: the name of the script as it is saved in CX Create
2. Slide name/number: the current transfer feature will always restart the script at the beginning
3. Campaign name
4. Transfer notification:
   • Incoming call transfer. Please wait for the script data to load before proceeding...
5. Transferred data will populate if collected by the transferring agent (this process can take up to a minute)

Once the transferred data loads, a success message will display briefly:

5. Call Data

Data transfers between agents in the following ways during Campaign Transfers:

• Agent #1 to Agent #2, both with same script, all captured data is transferred*
• Agent #1 to Agent #2, if Agent #2 is set up to use a different script, only data within Standard Fields will transfer to Agent #2.
  *The exception to this being the Credit/debit card field. Because of PCI Compliance rules, credit card numbers must be masked. therefore, the top line of the field will be cleared during a transfer even if the script utilizes a credit card authorization integration and the card has been deemed acceptable.

6. Viewing Call Transfer Data in CX Explore

Call transfer data is also viewable within CX Explore. By creating a report with dimensions and measures from the Script Response Log, a user can see if a call was handled by multiple agents.

A sample report can be seen here:

1. Campaign ID
2. Call ID
3. Sample script data that was collected
4. Script Response Log\ Responses, Count: sample showing 1 call leg*
    *for more info on viewing call leg data, click here.
   • filtered by Agent Id
5. Script Response Log\ Responses: sample showing the name of the 1 agent that handled the call
   • filtered by Agent Name
6. Script Response Log\ Responses, Count: sample showing 2 call legs
   • filtered by Agent Id
7. Script Response Log\ Responses: sample showing the names of the 2 agents that handled the call
   • filtered by Agent Name

*For more information on building reports and exploring data, please visit the CX Explore section of the Service Desk.