Type
Form item
Available from
Note:
The Bridged Transfer item cannot be used in the same node as the Input item,
the Blind Transfer item, or the Record item. So, although the Bridged Transfer
item appears on palettes for other nodes, such as the Prompt and Collect node,
the Blind Transfer node, and the Record node, it is not actually available for use
in those nodes without destroying their intended functionality. It is intended
primarily for use only in the Bridged Transfer node.
Purpose
This item provides the elements needed to set up a bridged transfer. In a bridged transfer, a speech application transfers a caller to another number but does not lose control of the call. See Bridged Transfer Node.
Behavior
The Bridged Transfer item takes the value of one of the Destination... properties as the telephone number to which to transfer the caller. When this item executes, the system dials the telephone number and then waits for a response. For a complete description of the possible responses and outcomes, see Properties.
Note:
Support for call transfer functions can vary from one IVR system to another. This
item uses the VoiceXML <transfer> tag. For more information and details about
support for this tag and for transfer functions on your system, see the
documentation for your IVR system.
When you place this item in a node subflow, Dialog Designer automatically creates a variable with the same name. This variable contains the following fields, which are populated upon completion of the node:
- duration - The length of time that the transfer call lasted, in milliseconds.
- inputmode - The mode in which the caller input was provided to return control of the call to the application, either voice or DTMF.
- utterance - A text (raw string) summary of what the caller said or keyed in to terminate the transfer call.
- value - The value of this field depends on the result of the attempt to transfer the call. The following table shows the possible values this field can take, along with the actions that cause the value to be assigned.
|
If:
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Then this variable field is:
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The caller hangs up either before or after the transfer is completed.
| Undefined, and the system throws a connection.disconnect.hangup event.
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The caller uses a voice or DTMF command to end the call transfer, either before or after the transfer is complete.
| Assigned a value of near_end_disconnect.
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The party being called ends the transfer call by hanging up.
| Assigned a value of far_end_disconnect.
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The transfer does not complete because the number being called is busy.
| Assigned a value of busy.
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The transfer does not complete because an intermediate network refuses the call.
| Assigned a value of network_busy.
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The transfer does not complete because the party being called does not answer within the time set by the Bridged Transfer item Connect Timeout property (see Properties).
| Assigned a value of noanswer.
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The transfer does not complete, but the reason for the failure is not known; or the transfer completes but is ended for reasons that are not known.
| Assigned a value of unknown.
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The system ends the transfer call because the transfer exceeds the maximum allowable time as set in the Bridged Transfer item Maximum Time property (see Properties).
| Assigned a value of maxtime_disconnect.
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The network ends the transfer call by disconnecting the two parties.
| Assigned a value of network_disconnect.
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You can use or manipulate the return values from these variable fields later in the
application. For example, if you wanted to generate a report that included
information about the average length of time call transfers were taking, thus tying
up channels, you might set up the application to write the return value of the
duration field to a database. You can then later extract the information from the
database for your report. Or, you might want the system to wait five seconds
before attempting to redial the transfer call after getting a busy signal. You can
use the busy or network_busy return in the value field to reroute the call back
through the Bridged Transfer node after a five-second pause.
- Exception errors can be converted into the following return codes:
- unsupported.transfer.blind
- unsupported.transfer.bridge
Properties
- Name - Enter a name to assign to the Bridged Transfer item and its corresponding variable.
- If the name of this item is changed in the Avaya Properties view, Dialog Designer automatically changes the name of the associated variable as well.
- Transfer Audio - Select the prompt to use for the call transfer.
- The Transfer Audio prompt must be a transitional audio prompt. This transitional audio prompt is the audio (*.wav) file that is played to callers while the call is being transferred. For more information about transitional audio prompts, see About Transitional Audio Prompts.
Note:
Any audio prompts in, or after a transfer node, will not be played before the call
has been transferred. Putting the audio prompt as a transitional prompt when
transitioning to the node that does the transfer ensures that the prompt is played
before the transfer happens.
- Connect Timeout - Enter a positive integer.
- This number is the number of seconds that the system waits for a response from the dialed party. If the system receives no response within this time, control of the call returns to the application. In this case, the system also returns a value of noanswer to the value field of the Bridged Transfer variable.
- Maximum Time - Enter a positive integer.
- This number is the maximum number of seconds that a transferred call can last. When a transferred call reaches this number of seconds, the system ends the transfer and returns control of the call to the original application. In this case, the system also returns a value of maxtime_disconnect to the value field of the Bridged Transfer variable.
- A value of zero (0), which is the default, means the system imposes no time limit on call transfers.
- Destination Number - Enter the telephone number to which the system will transfer callers.
- Use this when you want to "hard code" the number. For example, if you want to transfer the caller at this point to an operator, you might enter 00, the number to dial for the system operator.
- If you use this field, you cannot use the Destination Variable field.
- Destination Variable - Select the variable that contains the number to which the system will transfer callers. Use this when you want to allow for dynamic transfers. In dynamic transfers, for example, callers can specify the telephone number to call, and that number is stored in a variable. In other dynamic transfers, the system obtains the destination telephone number from some other source and stores it in a variable.
- If the variable you select here is a complex variable, you must also select a Destination Variable Field.
- If you use this field, you cannot use the Destination Number field.
- Destination Variable Field - If the selected destination variable (see previous item) is a complex variable, you must select a field from the drop-down list. If the destination variable is a simple variable, this option is inactive.
- AAI Data - Enter application-to-application literal data that you want to pass from this application to the receiving end of the call transfer. This option passes the raw data as you enter it in this field.
- AAI Variable - Select the variable that contains the application-to-application data you want to pass to the receiving end.
- If the variable you select here is a complex variable, you must also select an AAI Variable Field.
- AAI Variable Field - If the selected AAI Variable is a complex variable, select the field that contains the application-to-application data you want to pass to the receiving end.
- If the AAI Variable is a simple variable, this drop-down list is not populated.
- Bind Name to Node - (True/False). When true, the name of the variable item is bound to the name of the node. When the parent node is renamed, the name of the variable item is renamed as well; keeping the name of the variable in sync with the node name.
Tip: