Transfers
HXFERHold recall transfer
A held call was recalled and transferred on to another in-group.
HXFER belongs to the hold-and-recall path. A call that had been placed on hold came back and was transferred to another in-group instead of returning to the agent who parked it.
When VICIdial sets it
Automatically, on the hold recall path, on in-groups configured with hold handling.
What to do
- Check the receiving group is expecting these calls. A recalled customer has already waited once.
- If HXFER is frequent, look at why calls are being held so long in the first place.
- Keep it distinct from ordinary transfers in reporting — the customer experience is very different.
- Check the recall is reaching a queue that still has agents in it, and not a group somebody set up for something else months ago.
- Listen to a few of these end to end. A recalled transfer is one of the longest journeys a caller can take through your system, and it is worth knowing what it sounds like.