{"id":3639,"date":"2022-06-03T23:03:28","date_gmt":"2022-06-03T17:33:28","guid":{"rendered":"https:\/\/docs.kore.ai\/smartassist\/?p=3639"},"modified":"2022-06-03T23:03:28","modified_gmt":"2022-06-03T17:33:28","slug":"agent-transfer","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/agent-transfer\/","title":{"rendered":"Agent Transfer"},"content":{"rendered":"<p>For a given use case flow, you can select the voice and chat agents to whom outgoing calls are transferred.<\/p>\n<p>You can configure the following options for this setup:<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Outgoing_Voice_Agent_Transfer\"><\/span>Outgoing Voice Agent Transfer<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This feature helps set up a dedicated number or SIP to transfer calls to a voice agent. To configure the transfer, follow these steps:<\/p>\n<ol>\n<li>Go to <strong>System Setup &gt; Agent Transfer<\/strong>.<\/li>\n<li>Select one of the following options:<\/li>\n<\/ol>\n<p>a. <strong>SmartAssist, <\/strong>to route all the calls to the SmartAssist Desktop.<\/p>\n<p>b. <strong>Call Number<\/strong> to set a phone number to which calls are transferred. To configure this option, follow these steps:<\/p>\n<ul>\n<li>Click the <strong>Call Number<\/strong> tile.<br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2800\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Call-Numb-1024x272.png\" alt=\"\" width=\"640\" height=\"170\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Call-Numb-1024x272.png 1024w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Call-Numb-300x80.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Call-Numb.png 1518w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/li>\n<li>In the <b>Call Number to Voice Agent<\/b> window, type the number along with country code in the <b>Transfer to Phone Number<\/b> textbox, and click <b>Done<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/click-done.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1123\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/click-done.png\" alt=\"\" width=\"515\" height=\"451\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/click-done.png 515w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/click-done-300x263.png 300w\" sizes=\"(max-width: 515px) 100vw, 515px\" \/><\/a><\/li>\n<li>A success confirmation message is displayed when the <i>call number<\/i> is updated.<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Set_up_SIP_Transfer\"><\/span>Set up SIP Transfer<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul>\n<li><b>SIP Transfer<\/b>: Lets you configure the SIP settings for call transfers. To configure this option, follow these steps:\n<ul>\n<li>Click the <b>SIP Transfer<\/b> tile under <b>Agent Transfer<\/b>.<br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2801\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip.png\" alt=\"\" width=\"931\" height=\"276\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip.png 931w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-300x89.png 300w\" sizes=\"(max-width: 931px) 100vw, 931px\" \/><\/li>\n<\/ul>\n<ul>\n<li>In the <b>SIP Transfer Settings<\/b> window, click <b>Configuration<\/b>, and follow these steps:\n<ul>\n<li>Provide the <b>SIP Transfer URI<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-settings.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1126\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-settings.png\" alt=\"\" width=\"466\" height=\"124\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-settings.png 466w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-settings-300x80.png 300w\" sizes=\"(max-width: 466px) 100vw, 466px\" \/><\/a><\/li>\n<li>For <b>SIP Header<\/b> Settings, provide the <b>SIP header<\/b> name and <b>URL<\/b> under <b>Additional Context<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-header.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1127\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-header.png\" alt=\"\" width=\"456\" height=\"131\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-header.png 456w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-header-300x86.png 300w\" sizes=\"(max-width: 456px) 100vw, 456px\" \/><\/a><\/li>\n<li><i>(Optional)<\/i> Enable <b>User to User Interface<\/b> to set the <i>intent<\/i> and <i>user interface URL<\/i> for SIP transfer.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/user-to-user-interface.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1128\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/user-to-user-interface.png\" alt=\"\" width=\"468\" height=\"115\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/user-to-user-interface.png 468w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/user-to-user-interface-300x74.png 300w\" sizes=\"(max-width: 468px) 100vw, 468px\" \/><\/a><\/li>\n<li>Click <b>Done<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-done.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1129\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-done.png\" alt=\"\" width=\"522\" height=\"465\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-done.png 522w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-done-300x267.png 300w\" sizes=\"(max-width: 522px) 100vw, 522px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<li>Click the <b>Instruction<\/b> tab to view the <b>Custom Voice SIP<\/b> live agent support steps, and click <b>Done<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/instruction-siptransfer.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1130\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/instruction-siptransfer.png\" alt=\"\" width=\"412\" height=\"457\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/instruction-siptransfer.png 412w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/instruction-siptransfer-270x300.png 270w\" sizes=\"(max-width: 412px) 100vw, 412px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>For a given use case flow, you can select the voice and chat agents to whom outgoing calls are transferred. You can configure the following options for this setup: Outgoing Voice Agent Transfer This feature helps set up a dedicated number or SIP to transfer calls to a voice agent. To configure the transfer, follow&#8230;<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[13],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3639"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=3639"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3639\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=3639"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=3639"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=3639"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}