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 these steps:

  1. Go to System Setup > Agent Transfer.
  2. Select one of the following options:

a. SmartAssist, to route all the calls to the SmartAssist Desktop.

b. Call Number to set a phone number to which calls are transferred. To configure this option, follow these steps:

  • Click the Call Number tile.
  • In the Call Number to Voice Agent window, type the number along with country code in the Transfer to Phone Number textbox, and click Done.
  • A success confirmation message is displayed when the call number is updated.

Set up SIP Transfer

  • SIP Transfer: Lets you configure the SIP settings for call transfers. To configure this option, follow these steps:
    • Click the SIP Transfer tile under Agent Transfer.
    • In the SIP Transfer Settings window, click Configuration, and follow these steps:
      • Provide the SIP Transfer URI.
      • For SIP Header Settings, provide the SIP header name and URL under Additional Context.
      • (Optional) Enable User to User Interface to set the intent and user interface URL for SIP transfer.
      • Click Done.
    • Click the Instruction tab to view the Custom Voice SIP live agent support steps, and click Done.


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