call transfer questions

[brent.russell]

1. Do you allow blind transfers? Is your system setup to do so?

3. Is the caller ID set by ani="" sent with a blind transfer?

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.

3. Are transfers done via voice over IP or is it via a normal land line call?


Thank you for your help,
Brent

[support]

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