3-way-calling
33 posts.
Hide 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 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 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 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.
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 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 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 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 postPrePopulate 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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.
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