Improved Call Transfer Experience

We’re on a mission to transform how the world works together, and our team works around the clock designing groundbreaking, truly unified products — all powered by the most advanced communications Ai in the world!

We're always rolling out product updates containing feature improvements, and we're excited to announce a new and improved Contact Center call transfer experience is coming soon.

Who will this impact?

These changes will impact Dialpad Support users. 

What is changing and why?

Shared line transfers between agents and supervisors will retain all Shared line's functionality and settings including call recording access and dispositions for each call leg and AI features.

Not only that, supervisors and admins will have access to all the transfer legs within the Web Call History and Call Count Breakdown analytics.

Each Contact Center will be able to customize their fallback options for transferred calls, determining where calls will be routed if agents miss or reject them.

Additionally, agents will not be able to transfer to Off Duty agents unless enabled within the Global Contact Center Settings page.

If enabled, agents will be able to transfer to agents that are in off-duty or an off-duty custom state. This will not, however, allow agents to transfer to agents that are in a wrap-up state — transferring to agents in wrap-up is not supported.

How will it work?

With the transfer improvements, when an agent searches for another agent or supervisor, the user's name will appear on the list with their Agent State and the originating Shared line pre-selected for transfer.  From there, agents will be able to select the user's name and choose the appropriate transfer type. 

The transfer will be initiated as a Contact Center call leg for that Contact Center.

The transfer experience will vary depending on the type of transfer (blind or warm).

Blind transfer behavior

When an agent does a blind transfer to an available agent within the same Shared line (Contact Center, Coaching Team, Department or Main Line), the call will go directly to the agent and maintain the same Shared line settings (Ai, Moments/RTA, Call Recording, etc)

If an agent blind transfers a call to another agent in a different Shared line, the call will follow the settings of the receiving Shared line. If the agent is unavailable, the call will go to the receiving Shared line's voicemail. 

If a blind transfer cannot connect, the call will go to the Shared line's voicemail. However, in the Holiday and Regular (Open/Closed) business hours routing, we’re adding a new “Transfer Fallback Options” routing setting so admins can choose what they want to happen to the caller if the agent does not answer the call.

Warm transfer behavior

Warm transfers require agents to select an available agent. Choosing an unavailable agent will disconnect the call and revert the customer to the original representative.

When warm transferring within the same Shared Line (Contact Center, Coaching Team, Department or Main Line), the call will maintain all of the Shared line's attributes as the call from the customer and the first agent had.

When warm transferring to a different Shared Line, the call will follow the settings of the receiving Shared line. 

When an agent tries to get a hold of another agent, and they do not answer, the agent will hear an automated message saying, “I’m sorry, but no one is available to take your call.”  The transfer leg of the call will automatically be disconnected, and the agent will be taken back to the caller on hold.  At this point, the agent can try to transfer the call to another agent or take the caller off hold.  

Transferring to an off-duty supervisor

Supervisors often sit in an off-duty status because they are monitoring the queue but not actively participating in it. Agents may want to escalate calls to Supervisors that are off duty.  So, we're adding the ability for an agent to perform  an a warm or blind transfer to a supervisor.  

If the supervisor does not answer a blind transfer, the call will follow the Transfer Fallback Option. If the Supervisor does not answer on the warm (ask first) transfer, the agent will be disconnected from the transfer leg and reconnected with the customer leg of the call.

Disposition behavior

When a call is transferred within the same Contact Center, only the receiving agent will be able to add a call disposition. The transferring agent will still have a wrap-up time if their Contact Center allows it. 

When a call is transferred to an agent in a different Contact Center, both the transferring and receiving agents will be able to add call dispositions.

Real-Time Assist Cards and Custom Moment behavior

When a call is transferred within the same Contact Center, only the receiving agent will see Real-Time Assist Cards and Custom Moments. 

When a call is transferred to an agent in a different Contact Center, both the transferring and receiving agents will see Real-Time Assist Cards and Custom Moments. 

Call recording behavior in Call History

When a call is transferred within the same Contact Center, Coaching Team, Department or Main Line the call will use the call recording settings from the originating Shared line. 

When a call is transferred to a different Contact Center, Coaching Team, Department or Main Line, the call will use the call recording settings from the receiving Shared line. 

When a call is transferred to a user's individual line in a different Contact Center, Coaching Team, Department, or Main Line, the call will use the call recording settings configured for the individual user's line.

When a call is warm transferred within the same Shared line, there will be three call recordings available for the supervisor/admin to see.  

1. The call recording between Agent 1 and the customer — this includes the call recording between Agent 2 and the customer, depending on the office's settings
2. The call recording of the ask-first conversation between Agent 1 and Agent 2 — this recording will not include any customer conversations
3. The call recording between Agent 2 and the customer — this recording starts the moment Agent 2 receives the customer

When a call is warm transferred to a different Shared line, the number of call recordings a supervisor/admin will see depends on the call recording settings in both the originating and receiving Shared line.

• If both Shared lines have automatic call recording enabled, then the call recording entries in WCH will be the same as for warm transfers within the same Shared line. 
• If the receiving Shared line does not have automatic call recording enabled, then you'll only see the recording for the original interaction between Agent 1 and the customer. 

Ai Transcript call summary behavior 

Ai Transcript settings will follow the same behavior as call recordings, as long as the Ai settings are enabled.

• For warm transfers within the same Contact Center, all three call recording entries will have their unique Ai transcript listed on the Call Summary page.
• For blind transfers within the same Contact Center, both recording entries will have a unique AI transcript listed on the Call Summary page.
• For warm and blind Transfers between different Contact Centers, Ai Transcript visibility will depend on whether or not Ai settings are enabled for the receiving Contact Center.
  • If they are not enabled, then the warm transfer conversation between Agent 1 and Agent 2 will not include a transcript, and the conversation between Agent 2 and the customer will not include the transcript.

When will this be released?

These changes were released in November, 2024.