3-way-calling
33 posts.
PrePopulate Transfer Preset: filling the Number to Dial field automatically
How the PrePopulate Transfer Preset option fills the Number to Dial field in the Transfer-Conference frame before the agent touches it.
Read postLeave 3-Way Stop Recording: ending the recording when the agent leaves the call
Enable Leave 3-Way Stop Recording so VICIdial halts the agent recording the moment they click LEAVE 3WAY CALL, overriding other recording options.
Read postHow to blind-transfer a call to a phone number in VICIdial
Step-by-step on using the Blind Transfer button to push a VICIdial customer to an external phone number and drop off the call cleanly.
Read post3-Way Press-1 calls explained: making the outside agent press 1 to accept
How VICIdial 3-way press-1 calls work: the outside agent must press 1 before they join the agent and customer on the line.
Read postMulti-dial 3-way press-1: ringing several outside numbers and connecting the first to answer
Use multi_dial_phones to ring up to 10 outside numbers at once and bridge the first one who presses 1, with md_check to block overlapping calls.
Read postLeave 3-Way Start Recording: keeping a recording running after the agent leaves
Enable Leave 3-Way Start Recording so VICIdial begins a recording when the agent leaves a 3-way and keeps capturing the closer's conversation after.
Read postThe 3-Way Press Log Report: reading Started, Answered, Accepted, and Declined
Decode the VICIdial 3-Way Press Log Report: what Started, Answered, Accepted, Declined, Too Slow, and Defeated mean for each outside-agent call.
Read postThe complete guide to VICIdial transfers, 3-way calls, and the fronter/closer model
How VICIdial transfers, 3-way calls, and the fronter/closer model fit together, from the Transfer-Conf frame to in-group routing and reporting.
Read postThe Transfer-Conf frame explained: every button on the agent transfer screen
A plain walkthrough of every button on the VICIdial Transfer-Conf frame, from Dial With Customer to Hangup Xfer, and what each one actually does.
Read postWarm transfer vs cold (blind) transfer in VICIdial, and when to use each
The practical difference between a warm transfer and a cold blind transfer in VICIdial, with the buttons each one uses and when each makes sense.
Read postPark Customer Dial vs Dial With Customer: which 3-way button to click
Park Customer Dial sends the customer to hold while you talk to a third party first; Dial With Customer keeps everyone live. Here is when to use each.
Read postWhat "Leave 3-Way Call" does and when an agent should use it
Leave 3-Way Call drops the agent out of the conference, leaves the customer and third party talking, and sends the agent to disposition.
Read postWhat "Dial With Customer" does: 3-way calling with the customer on the line
Dial With Customer keeps the lead live while you ring a third party, so all three of you share one conference until you decide how to hand off.
Read postHow to transfer a call to an external number in VICIdial
Transfer a VICIdial call to an outside phone number, with the choice between a blind handoff and a warm three-way, plus the dial_override flag.
Read postHow to transfer a call directly to another agent with AGENTDIRECT
Send a VICIdial call to one specific agent using an AGENTDIRECT in-group, including the in-group validation setting that keeps transfers landing correctly.
Read postHow to transfer a call to an in-group (closer queue) with Local Closer
How to hand a live VICIdial call to a closer queue using the Local Closer button and the in-group pull-down, including the DEFAULTINGROUP shortcut.
Read postEnable Transfer Presets: building an unlimited transfer number list
How the Enable Transfer Presets option adds a Presets menu to the campaign and gives agents an almost unlimited list of transfer numbers.
Read postHangup Xfer vs Hangup Both: dropping the third party vs ending the whole call
Hangup Xfer drops only the third-party leg and leaves you with the customer; Hangup Both ends the entire call. Here is how to pick the right one.
Read postThe Quick Transfer button: one-click blind transfers from the agent screen
How the Quick Transfer button adds one-click blind transfers to an in-group or preset right below the Transfer-Conf button.
Read postCustom 3-Way Button Transfer: a one-click 3-way to a preset or lead field
How the Custom 3-Way Button Transfer option adds a one-click button that places a 3-way call to a preset value or a number from the lead.
Read postTransfer-Conf Numbers and DTMF: setting up the D1–D5 transfer presets
How the seven Transfer-Conf Number and DTMF fields create the D1 through D5 links your agents click to auto-fill a transfer.
Read postTransfer-Conf Button Launch: opening a webform or tab when the Transfer button is clicked
Transfer-Conf Button Launch fires a webform or agent screen tab the moment your agent clicks Transfer Conf. Here is what it does and when to use it.
Read postHide Transfer Number to Dial: locking down what agents can dial on a transfer
How the Hide Transfer Number to Dial option removes the free-type field so agents can only transfer to the destinations you allow.
Read postTransfer No Dispo: skipping the disposition screen after a transfer (and why it's risky)
Transfer No Dispo lets an agent transfer a call without the disposition screen popping up. It saves clicks but can corrupt data on agent transfers.
Read post3-Way Call Outbound CallerID: which number shows on a 3-way call
The 3-Way Call Outbound CallerID setting controls which number a 3-way call sends out: campaign, customer, agent phone, agent choice, or a custom CID.
Read post3-Way Volume Buttons: volume up, down, and mute during a 3-way call
The 3-Way Volume Buttons setting enables or disables volume up, down, and mute in the live calls panel while an agent is on a 3-way call.
Read post3-Way Call Dial Prefix: routing 3-way calls through a specific trunk (and hearing ringback)
The 3-Way Call Dial Prefix routes agent 3-way calls through a chosen trunk. Leave it empty to use the campaign prefix, or set 88 to hear ringback.
Read postCustomer 3-Way Hangup Seconds: tuning how fast a customer hangup is logged
Set how many seconds VICIdial waits after a customer drops off a 3-way call before it logs the hangup and fires any follow-up action.
Read postCustomer 3-Way Hangup Logging: detecting when the customer drops off a 3-way
Customer 3-Way Hangup Logging records in the user_call_log when a customer hangs up during a 3-way and can trigger an optional hangup action.
Read postCustomer 3-Way Hangup Action: auto-sending the agent to disposition on customer drop
Set the Customer 3-Way Hangup Action to DISPO so VICIdial hangs up the agent and opens the disposition screen the moment a customer leaves a 3-way call.
Read post3-Way Recording Stop: stopping the recording when an agent starts a 3-way
Turn on 3-Way Recording Stop so VICIdial halts the call recording the moment an agent clicks DIAL WITH CUSTOMER or PARK CUSTOMER DIAL.
Read post3-Way Recording Stop Exception: exempting specific numbers from the recording stop
Use a PHONE_NUMBERS Settings Container to invert 3-Way Recording Stop for a chosen list of numbers, so some destinations keep recording and others do not.
Read postWhy Leave-3-Way recordings have minutes of silence at the end, and how to fix it
Leave-3-Way Start Recording can tack minutes of dead air onto the end of a recording. Here is why it happens and the two dialer flags that stop it.
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