Call transfer dialogs and states

[paulbibby]

Hi all,

Please can someone talk me through what dialogs are created and what states they are in when transferring a call?

For example, Agent 1 is on a call with a customer and wants to transfer this to Agent 2. Within Agent 2's client

- does a new dialog with the callType 'CONSULT' get created with a from address of Agent 1?

- on answering, this then has the state ACTIVE?

- when Agent 2 agrees to talk to the customer, does the CONSULT dialog end a new dialog get created with type 'TRANSFER'?

Many thanks,

Paul

[dekwan · Accepted solution]

Hi Paul,

- does a new dialog with the callType 'CONSULT' get created with a from address of Agent 1?

Yes, the original call goes on hold and a new call is created with a call type of CONSULT with a fromAddress of Agent 1

- on answering, this then has the state ACTIVE?

Yes

- when Agent 2 agrees to talk to the customer, does the CONSULT dialog end a new dialog get created with type 'TRANSFER'?

The consult dialog ends and one of the two call id survives. Most of the time it is the original call's id, but that is not guaranteed.

Thanx,

Denise