Szlaski_Daniel | 2016-11-05 11:33:42 UTC | #1
Hello there,
From an Architect we can transfer a call directly to the user. To do that we need to manually select a proper user from drop down listbox. Is there a way to transfer call to the user but using variables ? I've got user name received from other systems in Task.UserName variable (String) - but I cannot use it to make a transfer. ToUser() function is also not helpful.
Regards Daniel
tim.smith | 2016-11-07 16:54:55 UTC | #2
Unfortunately, this is not currently possible. The Architect team is considering adding this feature, but there is no ETA for it at this time.
Kirill | 2016-11-08 19:53:58 UTC | #3
as @tim.smith mentioned, it is not currently possible to transfer to user by their name using transfer to user action within architect. As alternative workaround, provided that you can get that information about the user via data dip, you can use transfer to number action and send the call to user's extension or full DID number (+E.164 number).
We have done this in the past for a customer, without the data dip part. We would route all DID calls to a specific IVR flow, where we had to play audio message before transferring the call to the user. Following the play audio task, we would grab the last 4 digits from DID and use transfer to number action to send that call to that number, which would match user extension.
hope this helps your solution.
Szlaski_Daniel | 2016-11-09 07:56:03 UTC | #4
Hello. I've used on of your's suggestions to use local mapping of values in 2 arrays. One for String values and 1 for Skill Objects. I needed to resign to use User / transfer to number - because when transfer is complete (it's not important if user answered a all, or transfer was successful) - flow finish at Architect. My goal was to check if call is answered by this preferable agent, if not - transfer to the General IVR workgroup. That's why transfer tu user / number - is not working here :frowning:
system | 2017-08-28 19:28:27 UTC | #5
This post was migrated from the old Developer Forum.
ref: 581