The Transfer address page contains all the pre determined external transfer options your agents can utilise on calls, SMS and email interactions.
When an agent needs to transfer an interaction (voice, SMS or emails), they can select from a predetermined list of contactable addresses through the web agent. The address book page allows you to determine which options they see and what happens to voice transfers in terms of recordings, result codes for cancelled transfers and so on.
Menu location of transfer address book page.
Address book benefit examples
As well as being able to transfer SMS and email interactions to external destinations listed on this page, the address book provides some extra functionality for voice transfers;
You have the ability to use custom result codes for different transfers/transfer outcomes. This allows you to monitor, via reporting or record history, the different outcomes such as where transfers are being cancelled/failing to pinpoint issues with the process and the customers journey. With that knowledge, you can search for and listen to those calls via recording playback (or record history) to investigate what happened in more detail.
Another option is the ability to mark voice transfers as Hotkey or Address book. A Hotkey can be used if you are setup with 'warmers' and 'closers' and a customer has been transferred to the closer. If the closers make a sale, you are able to track these conversion rates via reporting. An address book would just be used as a typical transfer from one place to the next.
Options
Address type filter
In the top left of the page you can select the type of addresses you wish to see in the table. To the right hand side you have some configuration options; undo, refresh, add an address, filter options and save changes.
Fig 1. Options at the top of the page.
Search Filter
The filter option will allow you to filter the information in the table if you have a lot of addresses, making it quicker to find the correct information. You can type into the filters and it will show the relevant information in the table below.
Fig 2. Filter options visible under the column headers.
Column headers
Dependant on which address type filter you have selected (see fig 1), you will see the following headers;
Telephone
Fig 3. Telephone option headers.
| Details | |
| Name | The name of the address book entry. Visible to users in Webagent. N.B. Must be between 1-400 characters long. |
| Telephone no | The number you wish your agent to transfer the customer to. Must be completed. |
| Description | Optional description of the transfer option. |
| Campaign(s) | Select the campaign(s) on which the address book entry will be available. When 'all' is selected, the address book entry is available to all users logged into any campaign. When a specific campaign is selected the address book entry is only available to users logged into the selected campaign. N.B. This is required. |
| Result codes | |
| Conference | Select the result code for the conference part of the call. This is the part of the call when the user, customer and external party are all connected. When 'Default' is selected and the address book entry is also categorised as a 'Hot Key' then HKT_WARM is used, otherwise BRIDGE_WARM is used. N.B. This is required. |
| Bridge | Select the result code for the bridge part of the call. This is the part of the call between the customer and external party once the user has completed the transfer. When 'Default' is selected and the address book entry is categorised as a 'Hot Key' then HKT_BRIDGE is used, otherwise BRIDGE is used. N.B. This is required. |
| Cancel | Select the result code for the call to the address book if the user cancels the transfer. This is the part of the call between the user, customer and external party if cancelled and not successfully completed. If 'Default' is selected and the address book entry is categorised as a 'Hot Key' then HKT_CANCEL is used, otherwise CANCEL is used. N.B. This is required. |
| Hot Key | |
| Hot Key | When enabled the call type for the bridge part of call will be set to 'HotKey', if not the call type remains as 'AddressBook'. This is the call between the customer and external party once the user has left the call. Used for reporting and stats only. N.B. this is required. |
| Recording | |
| Conference | Toggle to enable/disable the creation of an additional call recording entry within Recording Playback for the conference part of the call. This is the part of the call when the user, customer and external party are connected. N.B. This setting does not impact the recording of the conference part of the call within the user recording. This is controlled by a number of factors including campaign auto recording, user recording, the customer being on hold. |
| Bridge | Toggle to enable/disable the recording of the bridge part of the call. This is the part of the call between the customer and external party once the user has completed the transfer. |
| Controls | |
Remove  | Selecting this will delete the address book entry. You will see a warning dialog;  |
SMS
Fig 4. SMS option headers.
| Details | |
| Name | The name of the address book entry. Visible to users in Webagent. N.B. Must be between 1-400 characters long. |
| Telephone no | The number you wish your agent to transfer the customer to. N.B. This is required. |
| Description | Optional description of the transfer option. |
| Campaign(s) | Select the campaign(s) on which the address book entry will be available. When 'all' is selected, the address book entry is available to all users logged into any campaign. When a specific campaign is selected the address book entry is only available to users logged into the selected campaign. N.B. This is required. |
| Controls | |
Remove  | Selecting this will delete the address book entry. You will see a warning dialog; |
Fig 5. Email option headers.
| Details | |
| Name | The name of the address book entry. Visible to users in Webagent. N.B. Must be between 1-400 characters long. |
| The email you wish your agent to transfer the interaction to. N.B. This is required. | |
| Description | Optional description of the transfer option. |
| Campaign(s) | Select the campaign(s) on which the address book entry will be available. When 'all' is selected, the address book entry is available to all users logged into any campaign. When a specific campaign is selected the address book entry is only available to users logged into the selected campaign. N.B. This is required. |
| Transfer | |
| Transfer | When the toggle is enabled, users will be able to transfer emails to this entry. If disabled, this entry will only be available via the address book. |
| Body | Ticket history will be emailed in the body of the email upon transfer. |
| Attach | Ticket history will be attached to the email upon transfer. |
| Controls | |
Remove  | Selecting this will delete the address book entry. You will see a warning dialog; |