transfers
67 posts.
Transfer vs 3-way call in VICIdial: what stays on the line and what doesn't
A transfer and a 3-way call are not the same move. Here is who stays connected, who drops, and which button does which.
Read postFix: "no fronter found" when forcing a fronter leave-3-way
The no fronter found error means the force function could not match a second agent session to the call. Here is what triggers it and how to clear it.
Read postWhy transferring to another agent with Transfer No Dispo causes data problems
Transfer No Dispo skips the disposition screen after a handoff. It is fine for external numbers, but pointed at another agent it produces data inconsistencies.
Read postToo Slow, Defeated, and Hungup in the 3-Way Press Log Report
The 3-Way Press Log Report logs every outside-user call placed from the agent screen. Here is what Too Slow, Defeated, and Hungup actually mean.
Read postWhy you hear no ringback on a 3-way call, and the Dial Prefix fix
When an agent starts a 3-way call and hears dead air instead of ringing, the 3-Way Call Dial Prefix is usually the setting to change.
Read postA pre-handoff checklist: what to confirm before transferring a live customer
Before you hand a live customer to a closer or another line, run through this short checklist so the transfer lands and the lead is never lost.
Read postEvery value of the transfer_conference API: BLIND_TRANSFER, LOCAL_CLOSER, and more
The transfer_conference value field decides what happens to the call. Here is each option, what it expects, and when to reach for it.
Read postagi-3way_press_outside.agi: the script that runs the outside agent's press-1 prompt
The second script in the press-1 chain plays the prompt, watches for the keypress, and decides whether the outside agent gets connected, declined, or accepted.
Read postagi-3way_press_agent.agi: the first script behind 3-way press-1 calls
When an agent fires a 3-way call to an outside agent who has to press 1, this is the first of two scripts that runs. Here is what it does and how it is wired.
Read postcid_choice and group_alias on a 3-way: setting caller ID from the API
When you open a 3-way through the transfer API, two fields decide what caller ID the third party sees: group_alias and cid_choice. Here is how each works.
Read postReading the 3-way press-1 special extension (49907, dial prefix, phone code, number)
That long 49907... string an agent dials to start a press-1 call is not random. Here is how to read each piece so you can build and debug it.
Read postagi-VDADfixCXFER.agi: fixing the agent record after a consultative transfer
When a fronter releases a consultative transfer, the live-agent record can go stale. This small script lands as the call arrives and sets it straight.
Read posttw_check and md_check: blocking transfers when a 3-way is already active
Two optional safety flags on the transfer API stop an agent from stacking a new 3-way on top of one they never cleaned up. Here is what each checks.
Read postforce_fronter_leave_3way: making the fronter drop off a 3-way automatically
The force_fronter_leave_3way function lets a closer push the fronter off a shared 3-way call without waiting for the fronter to click anything.
Read postforce_fronter_audio_stop: silencing fronter audio playback after a handoff
After a fronter leaves a 3-way, audio they were playing can keep running in their session. force_fronter_audio_stop kills it from the closer side.
Read postFix: "ingroup is not valid" when transferring to a closer queue
The ingroup is not valid error means the in-group you passed to a transfer is not a single active queue. Here is how to find and fix the bad value.
Read postHide Customer Hangup Button: removing Hangup Customer and Hangup Both from the agent screen
The Hide Customer Hangup Button setting removes the Hangup Customer and Hangup Both buttons. Here is exactly what it hides and when it is the right call.
Read postFix: "agent_user has previous active 3-way calls" when starting a 3-way
This error is a safety check firing on leftover 3-way calls. Here is what tw_check does, why it blocks you, and how to clear the stale conference.
Read postFix: "agent_user does not have a live call" on a transfer
This transfer error means the system does not see a live call on the agent it was told to act on. Here is what causes the mismatch and how to clear it.
Read postdial_override on the transfer API: dialing an exact number with no prefix
The dial_override flag tells the transfer API to dial exactly the number you pass, skipping the campaign dial prefix and phone code. Here is when that matters.
Read postThe transfer_conference API: scripting transfers and 3-way calls
The transfer_conference call lets an outside program drive an agent's transfer frame: hangups, blind transfers, closer hops, and 3-way calls all from one URL.
Read postThe recording API: starting and stopping a recording mid-transfer
The recording function in the agent API starts and stops recordings on demand, even in the middle of a transfer. Here is how START, STOP, STATUS, and the stage tag work.
Read postTransfer In-Group Sort Order: ordering the Local Closer dropdown
Transfer In-Group Sort Order decides how in-groups appear in the Local Closer pull-down. Learn the GROUP_ID, GROUP_NAME, and PRIORITY options.
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 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 Fronter/Closer Detail Report: tracing every transfer call by call
See exactly which fronter sent which call to which closer, with lead ID, original call time, and transfer time on a single in-group.
Read postHangup Xfer Recording Start: starting a recording when the agent drops the third party
Hangup Xfer Recording Start kicks off a recording the moment an agent clicks HANGUP XFER. Here is what it captures and when to use it.
Read postThe fronter/closer model explained: how outbound agents hand off to closers
The fronter qualifies the lead and hands the live call through an in-group to a closer who finishes the sale. Here is how the handoff works.
Read postXFERS, DROP, and OTHER in the Fronter/Closer Report: what each column means
A plain-English read of the XFERS, DROP, and OTHER columns in the VICIdial Fronter/Closer Report so you stop guessing at your transfer numbers.
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 postConsultative transfers in VICIdial: talking to the closer before you hand off
A consultative transfer lets you speak with another agent privately before the customer joins. Here is how the checkbox works and when to use it.
Read postThe Leave-VM transfer button: sending a customer to your voicemail message
The Leave-VM button blind transfers the customer to a campaign-defined voicemail message so a recorded prompt plays without tying up an agent.
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 postDefault Transfer Group: pre-selecting an in-group in the transfer frame
Default Transfer Group pre-selects an in-group in the transfer-conference frame so agents do not have to pick the same closer queue every time.
Read postAgent Transfer In-Group Validation: showing only agents who can take the transfer
Agent Transfer In-Group Validation filters the agent list so only agents on the matching AGENTDIRECT in-group appear when transferring agent to agent.
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 postAllowed Transfer Groups: choosing which in-groups a campaign can transfer to
Allowed Transfer Groups controls which in-groups agents can transfer calls to. Here is how the checkboxes work and why Allow Closers must be on.
Read postWhat DEFAULTINGROUP does when an agent transfers a call
DEFAULTINGROUP is a reserved in-group token that auto-picks the default in-group for the call's origin, so agents transfer without choosing a queue.
Read postDrop Transfer Group: sending dropped calls to an in-group instead of hanging up
Use the IN_GROUP Drop Call Action to route dropped outbound calls into a live in-group instead of dead-ending them on a hangup.
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