Hi Brent,
1. Do you allow blind transfers? Is your IVR system setup to do so?
Our hosted IVR environment does not support blind transfer.
If you have purchased a turnkey system from us, blind transfer is likely available if that system is plugged into a PBX. If the turnkey IVR is connected directly to the carrier switch, however, blind transfer would not available.
Blind transfer is specified by setting the bridge attribute to false:
<transfer name="the_xfer" dest="1234567890" bridge="false"> ...
3. Is the caller ID set by ani="" sent with a blind transfer?
The caller ID that is sent with a blind transfer is entirely determined by the PBX's configuration. This value cannot be manipulated or overridden in any way within our IVR platform.
2. With a transfer... how can I tell how long the person was talking? How do I catpure formName.durration? This is assuming that a blind transfer was not performed. I am assuming it is impossible with a blind transfer.
You can leverage the
<filled> block of a
<transfer> object to calculate how long a transfer lasted. When a bridge transfer ends, control is returned to the transfer tag's <filled> block (caveat emptor - below code has not been tested, but is meant as a general illustration):
Code: Select all
<form id="doTransfer">
<var name="startTime" />
<var name="endTime" />
<block>
<assign name="startTime" expr="(new Date().getTime())/1000" />
</block>
<transfer name="the_xfer" dest="1234567890" bridge="true">
<prompt>Please hold while we transfer your call.</prompt>
<filled>
<assign name="endTime" expr="(new Date().getTime())/1000" />
total time of transfer was <value expr="endTime - startTime" />
</filled>
</transfer>
</form>
You are correct that this would not be possible with a blind transfer.
3. Are transfers done via voice over IP or is it via a normal land line call?
All of our IVR systems use standard land lines. However if the call is international, the call may eventually reach a VOIP switch at some point in its routing (and we have no way to deduce this).
Hope this information helps!
Regards,
Plum Support