Use this module to configure hold phrases, whisper settings, classification ID, etc when you transfer a caller to an agent through ACD or 10-digit whisper dialing in an outbound or inbound contact flow.
You can edit a phrase by double-clicking the text field to access the Phrase editor.
Message Properties
| Display Name | Description |
|---|---|
| Operator Transfer Prehold Prompt Phrase | Prompt to be played before transferring the customer's call. |
| Operator Transfer Hold Phrase | Prompt to be played to the customer while their call is on hold. |
| (ACD) Agent Skill ID | Route the call to agents with a specific skill ID (for ACD transfer). |
| (ACD) Priority Escalation Duration | The time a call is on hold before being prioritized over outbound calls in the agent's queue . (for ACD transfer). |
| (ACD) Agent Team ID List | Grouping of agents based on team ID (for ACD transfer). |
| (ACD) Agent Team Max Hold Time | Wait time value for looking for an Agent Team (for ACD transfer). |
| Record the Transfer or Not | true (default) |
Advanced Properties
| Display Name | Description |
|---|---|
| Operator Transfer Whisper Phrase Before Transfer Accepted | Whisper phrase to be played to an agent before the call is accepted (for whisper transfer). |
| Operator Transfer Whisper Phrase After Transfer Accepted | Whisper phrase to be played to an agent after the call is accepted (for whisper transfer). |
| Timeout Value for Whisper Transfer (in seconds) | Wait time value for looking up an agent's availability (in seconds) (for ACD transfer). |
| (NON ACD) IVR Navigation | IVR navigation string to be used during the transfer before reaching the agent (for whisper transfer). |
| (ACD) Contact Type for Screen Pop | Contact type to be displayed on Screen pop (for ACD transfer). |
| (ACD) Agent Hold Prompt Phrase | The hold prompt to be played to an agent during agent-to-agent transfer (for ACD transfer). |
| (ACD) Hold Menu Main Prompt Phrase | Hold menu to be played to the customer during a call on hold (for ACD transfer). |
| (ACD) Hold Menu Invalid Prompt Phrase | Prompt to be played if the customer enters an invalid key during the hold menu (for ACD transfer). |
| (ACD) Hold Menu Noinput Prompt Phrase | Prompt to be played if the customer does not select any key from the hold menu (for ACD transfer). |
| (ACD) Hold Menu Max Error Prompt Phrase | Prompt to be played if the customer enters the max. limit for invalid entries or no input (for ACD transfer). |
| (ACD) Call Recording Menu Prompt Phrase | Prompt to be played to a customer if their call is being recorded (for ACD transfer). |
| (ACD) Hold Menu Start Time (in seconds) | The time when a hold menu starts after a call is transferred (in seconds) (for ACD transfer). |
| (ACD) Hold Menu Repeat Interval (in seconds) | Time after which the hold menu playback is repeated (in seconds) (for ACD transfer). |
| (ACD) Hold Menu Max Retries | The maximum number of attempts for the customer to re-enter a key press (for ACD transfer). |
| (ACD) Priority | |
| (ACD) Agent ID Value | Agent ID of the agent who should receive the call. |
| (ACD) Agent Logon ID Value | Username of the agent who should receive the call. Configure either operator_transfer_agent_id_value or operator_transfer_agent_logon_id_value, not both. If both values exist, the operator_transfer_agent_id_value property takes precedence. |
| (ACD) Routing order | 1 |
| (ACD) Last agent timeout (in seconds) | 60 |
| (ACD) Owner agent timeout (in seconds) | 120 |
| VM Transfer Prehold Message |
Configuring acd_agent_lookup_failure_reroute
This determines what happens if the agent cannot be found (agent is Not Ready, the agent is not logged in, agent ID does not exist)
The property can be set to 0 or 1. "0" routes to the Agent Not Available event (connector). "1" uses the service preferred routing (Service, Service Group, Agent Team).
- The property is not available in the Contact Flow Editor or Message Editor. Contact LiveVox customer service to open a work order for adding the property to the database.
- If the property has no value or does not exist in the message, the transfer will behave as though you have set acd_agent_lookup_failure_reroute = 0.
Connectors
For information on the module connectors, see Understanding Connectors.