Transferring calls

You can arrange for an application to transfer either an inbound or outbound call to another extension. For example, in the scenario described above, the person being notified of the new flight availability could be given the option to transfer directly to a booking agent. The application can be written to connect the external party to the agent as soon as the agent answers, or to play an introductory message to the agent. This message, which is not heard by the other party is called whisper and could be used in this case to alert the agent to the fact that the passenger has been called from a waiting list. The application can also decide whether to check that the transfer to the agent is completely successful, or to stop monitoring the transfer earlier.

In this situation, the application does not expect to interact with the caller again, unless it detects a failure in the connection to the agent. If the connection is successful, Blueworx Voice Response drops out of the call and the call is ended by the hang-up of the agent or the external party.

In an alternative scenario, the booking becomes an automatic part of the application, but the called party is given the chance to talk to an agent if they have any queries. In this case, the application expects the external party to return to the application when the query is resolved. The application should therefore refer, rather than transfer, the call and the voice system stays connected even though the agent has answered. The voice system then detects that the agent has hung up, and continues the interaction with the external party. The call reverts to a normal outbound call.

Blueworx Voice Response supports both blind and screened transfers. In a blind transfer, Blueworx Voice Response requests the transfer and hangs up. In a screened transfer, it requests the transfer but does not hang up until the called number has answered.