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Voice: Transfer

This node is used to transfer an inbound or an outbound call based on the response provided by a customer, either a voice or a number input. If the customers voice response or the number input is invalid, a voice file can be played asking the customer to try again. You can terminate the call if the customer does not provide any input within the defined time.

Using this node in a voice flow
For example, in a bank, a customers call may be transferred to appropriate department once the customer CRN number is validated through voice response or number input.

The number of exit events available and the appearance will depend on the configuration options for this node.

The options of transfer node are:

Node Options
Description

TRANSFER OPTIONS

Transfer options are used to configure an Outbound or Inbound call and also defines the user experience while transferring a call.

DTMF SETTINGS

DTMF values are configured to accept a valid input from the the user keypad. If a valid input is not provided, the appropriate voice is played.

RECORD OPTIONS

Record options configured under this tab are played once the call transfer is completed.

PLAY OPTIONS

Play feature enables you configure the type of voice prompt to be played.

MENU OPTIONS

Menu options helps you direct a call to the appropriate branch.

TIMER SETTINGS

Timer options helps you configure the time-out upon which the control is passed to the selected node.

NODE EVENTS

Node options helps you configure the events that you want to trigger on this node.

TRANSFER OPTIONS


These options are used to configure an Outbound or Inbound call and also defines the user experience while transferring a call.

Outbound

Parameter
Description

Source Number

Enter the source number or select a variable from the drop-down. To enter a Source Number, select static variable from the drop-down and enter the number.

Destination Number

Enter the destination number or select a variable from the drop-down. To enter a Destination Number, select static variable from the drop-down and enter the number.

Jingle File

Select the file to be played during the voice flow. To select a file, follow these steps:

  1. Click the Settings icon.

  2. Select User Assets.

  3. Select language as Static and en from the respective drop-down list.

  4. Locate the voice file that was uploaded and select the radio button of the voice file.

  5. To close this screen, click x available on the top right corner.

You will notice the voice file is configured in the Jingle File field.

Announcement File

Select a file to be played to the called party when the call is picked up. To select a file, follow these steps:

  1. Click the Settings icon.

  2. Select User Assets.

  3. Select language as Static and en from the drop-down.

  4. Locate the voice file that was uploaded and select the radio button of the voice file.

  5. To close this screen, click x available on the top right corner.

Inbound

Parameter
Description

Destination Device ID

Enter the Destination Device ID or select a variable from the drop-down. To enter a device id, select static variable from the drop-down and enter the number.

DTMF SETTINGS


The DTMF values are configured to accept a valid input from the the user keypad. If a valid input is not provided, the appropriate voice is played.

Parameter
Description

Dial DTMF

Enter the DTMF number to which the call will be transferred. To enter a DTMF Number, select static variable from the drop-down and enter the number. You can also select system variable from the drop-down.

Transfer DTMF

Select Transfer DTMF to enable additional options.

DTMF Encryption

Select this option to enable DTMF encryption. This option is used to carry-out secured transactions.

Direction

Select the direction of DTMF. The options are:

  • Single
  • Both

If the option Both is selected, then additional options appear to configure DTMF.

  • DTMF : Select the DTMF number from the drop-down.
  • Value: The value that is configured through settings is displayed.
  • Settings: To select a file, follow these steps:
    • Click the Settings icon.
    • Select User Assets.
    • Select language as Static and en from the drop-down.
    • Locate the voice file that was uploaded and select the radio button of the voice file.
    • To close this screen, click x available on the top right corner.
    • Click + icon to configure additional numbers.

RECORD OPTIONS


The options configured under this tab are played once the call transfer is completed.

If DTMF SETTINGS is configured, then RECORD OPTIONS are disabled.

Parameter
Description

Transaction Recording

Check this option to record the file.

Record File Path

When the above option is selected, the voice file path is displayed.

Record Timeout(Secs)

Enter the record timeout in seconds.

PLAY OPTIONS


This feature enables you configure the type of voice prompt to be played.

To configure the play options, follow these steps:

  1. Select Type from the drop-down.
  2. Click Settings icon. A popup screen is displayed with additional configuration options.
    • Session Variables: If you select static variable, the text box is enabled to enter the value.
    • Offset (Secs): Enter the offset time in seconds after which the voice will start playing.
    • Duration: Enter the value in seconds. The voice file will be played for the specified duration.
    • User Assets: Select this option to select the language and voice file.
    • +: Click + option to configure additional options.
  3. Click x to close the screen.
  4. Click + icon to add additional options.

MENU OPTIONS


The menu options helps you direct a call to the appropriate branch.

Parameter
Description

Key to Detect

Select the key from the drop-down.

Voice Tag

Enter the voice tag.

Actions

Click + icon to add more keys.

TIMER SETTINGS


Timer options helps you configure the time-out upon which the control is passed to the selected node.

Type
Description

call

This option helps you terminate the flow from this node after the specified time-out seconds. To enter the time in seconds, follow these steps:

  1. Select call from the Type drop-down.

  2. Select static variable from the Value (in secs) drop-down.

  3. Enter the value in seconds.

  4. Click + icon to add other fields.

menu

This option helps you terminate a menu after the specified time-out seconds. To enter time in seconds, follow these steps:

  1. Select menu from the Type drop-down.

  2. Select static variable from the Value (in secs) drop-down.

  3. Enter the value in seconds.

dtmf

This option helps you accept dtmf response and terminate the call after the specified seconds. To enter time in seconds, follow these steps:

  1. Select dtmf from the Type drop-down.

  2. Select static variable from the Value (in secs) drop-down.

  3. Enter the value in seconds.

transfer

This option helps you transfer the call to a number after the specified seconds. To enter time in seconds, follow these steps:

  1. Select transfer from the Type drop-down.

  2. Select static variable from the Value (in secs) drop-down.

  3. Enter the value in seconds.

NODE EVENTS


Node options helps you configure the events that you want to trigger on this node.

Event Name
Description

onplaycomplete

This event is triggered when the voice file is played completed.

ontransferrelease

This event is triggered when the call transfer is complete.

ontransfererror

This event is triggered when an error occurs during the call transfer.

onrecordcomplete

This event is triggered when the call recording is complete.

oninvalidchoice

This event is triggered if an invalid choice is made (an undefined choice).

onnoinput

This event is triggered when an input is not provided.

ontrombonefailed

This event is triggered when trombone filed.

Properties / Params configuration

Properties

Property
Description

Label

The name of the node represented as a string.
A node can be renamed by changing the contents of the Label field.

Params

Parameter
Description

The Session Data shortcut leads to the Session Data / Custom Logs configuration.

Session Data can set one or more Session Params upon entering or leaving the node.

Custom Logs can record one or more Session Params upon entering or leaving the node. This is useful for debugging purposes.

Voice: Transfer


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