15.12 Manage Call Transfer Options

In this chapter we will guide you through how to control what options your agents have when transferring a call.

Updating your Call center package to version 2.60 or above will give you the ability to manage the visibility and functionality of the transfer buttons on Freedom CTI and mobile. (Note: this feature is not available for SCV or Freedom Web users)

In Call Center Configuration you will now see a new section named “Call Transfer”

By default, both transfer buttons will be set to “Allow”.

When you click on either drop-down you will see you have three options:

Allow: This gives your agents the ability to use the transfer option and transfer calls to any number (other than any number restrictions in your agreed dial plan)
Hide: This will hide the transfer option from your agents and they will not be able to transfer using this method.
Restrict: This will allow agents to transfer using this method, but only to numbers that you specify in the “Allowed numbers” field.

Please note: After updating any Call Transfer Settings, the agents must either log out and in again or go to the settings of their CTI and click on "reload call center configuration," and then they will become immediately available.

Using the Allowed numbers field:

You can either enter your numbers as a comma-separated list (for example 447894123456, 447512987654, 07700 543210, 4012) or each new number on an individual line for example:
447894123456
447512987654
07700 543210
4012

Spaces are allowed by the validation, but other special characters (apart from wildcards - we will get to them shortly are not). It is also important to note that the Agent must enter the number exactly as it is in the Allowed numbers field, meaning if you have +447894123456 in the allowed numbers list and your agent tries to transfer to 07894123456 they will not be able to make the transfer (again, this is not the case for spaces)

Using Wildcards

There are 2 wildcard characters allowed in the Allowed numbers list,

* Denotes any number of digits between 0-9
? Denotes a single digit between 0-9

These can be used anywhere in the numbers, and there is no limit to the amount of wildcards that can be used - be aware that the more wildcards you have, the more numbers will be available to be transferred to.

Some examples of using wildcards

???? - this would allow agents to transfer to any 4-digit extension only and would not allow transfers to PSTN numbers

*1202 487654 - this will allow an agent to transfer to either 01202 487654 or 441202 487654

01202 48765? - this will allow an agent to dial any of the below numbers
01202 487650, 01202 487651, 01202 487652, 01202 487653, 01202 487654, 01202 487655, 01202 487656, 01202 487657, 01202 487658, 01202 487659

The allowed numbers field has a limit of 255 characters this is on average enough space for 17 phone numbers (depending on input type and length of number).

If an agent tries to transfer a call to a number which is not on the Allowed numbers list they will get an error message pop up saying

The original call will still be connected, the agent simply needs to dismiss the error message, try again or return to the call.