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  • 1.  Doing a consult transfer from IVR flow

    Posted 06-13-2024 08:17

    Hi Community,

    Is there any way of achieving the workaround to perform consul transfer from IVR flow. 

    As I checked into options available for inbound call flow on architect, I see blind transfer option only. 

    Thanks in advance.

    Regards,

    Rohit Gupta


    #Routing(ACD/IVR)

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    Rohit Gupta
    Orange SA
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  • 2.  RE: Doing a consult transfer from IVR flow

    Top 25 Contributor
    Posted 06-13-2024 20:04

    Hi Rohit,

    Could you please provide a little more information?

    If customer is in the inbound call flow, who is consulting with who? You just have transfer to ACD really.

    If customer is with the agent, the agent script has consult transfer option from the agent script or from the call controls

    https://help.mypurecloud.com/articles/available-script-actions/



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    Anton Vroon
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  • 3.  RE: Doing a consult transfer from IVR flow

    Posted 06-14-2024 04:56

    Hi Anton,

    Thanks for replying on it.

    My full scenarios is given below; Please note for this requirement there is no agent involved.

    1) Customer call comes to DID

    2) Call route invokes inbound call flow.

    3) Inbound call flow performs some business logic. 

    4). Inbound call flow needs to consult with Externa number. 

    5). After connecting to external number, customer speaks with external number.

    6). After some qualification, external number is disconnected.

    7). Customer call remains on inbound call flow for more processing. 

    8). Customer call is disconnected.

    Thanks,

    Rohit Gupta



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    Rohit Gupta
    Orange SA
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  • 4.  RE: Doing a consult transfer from IVR flow

    Top 25 Contributor
    Posted 06-16-2024 17:31

    Right so you want the inbound flow to consult with an external party without an agent involved at all?

    Sorry a little outside my expertise, hopefully someone else can get you the right answer.

    But if I was to hazard a guess, you could look at the patch conversation API to initiate a consult, but Imagine that may not work without an agent.

    Or you might need to look at an audiohook to connect to the external party.



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    Anton Vroon
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  • 5.  RE: Doing a consult transfer from IVR flow

    Posted 06-16-2024 18:21

    Hi Rohit, can you please expand a bit on what happens during that external number call?  It may be that there's a way to address that specific functionality in other ways?



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    Vaun McCarthy
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