SpitFire Help Desk :: Trouble making the live transfer feature work.

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Trouble making the live transfer feature work.

Configuration of the Single Question Single Record script is very import for call transfers to work successfully: The SpitfireX Manual, on pages 62-79 describes the process to create this type of script. The following information will explain the specifics on how to make sure to set up the script correctly for call transfers.

1.First, make sure you have defined what touch tone should be designated for a call transfer in the Touch Tone Config area of Question1.

2.There are 3 types of transfer processes to choose from:

Phone Company Centrex Service is a generic term for a PBX system. If the lines you are using are going through a PBX, then this type of transfer will usually work best. It simulates the Switch, Hook, Flash process that is done on most PBX phone systems. If this does not work, the PBX or phone system may not be using the generic type of switch/hook that Spitfire is programmed to use. It may then be necessary to try one of the other transfer options.

Phone Company 3-Way calling means that you must have 3-Way calling installed on the phone lines that the dialer is using. You can test this by using those lines to do a regular 3-Way call on a regular phone. This option also will leave 1 line engaged for the entire length of the call and transfer. Also there is no hold message that can play with this type of transfer.

On Board 3-Way calling requires that you have a particular type of Dialogic card called and SC bus card. Examples of this are the D/41 ESC, D/160 SC and the D/240 SC.

On Board 3-Way calling allows you to use a hold messages during the transfer process. However, it also uses 2 lines per transfer. You can also specify certain lines to be help open to only be used for transfer request. This option is in the Spitfire software under Options/Preferences/Lines/Dedicated Transfer Lines. If you put a 3 in this field and you have an 8 line dialer, lines 6 to 8 will be used for transfer requests only.

All three of these types of transfers require that you record a Transfer Msg that should inform the customer that they are being transferred to a live agent and to stay on the line. Also, all three types of transfer process require that the phone number the customers will be transferred to is put into the Call Number field. This phone number should be entered exactly as it needs to be dialed. No dashes or spaces.