Transfer Callers to a Specific Person
Get your AI to transfer a caller directly to someone, like the teammate they ask for by name, their own agent, the person they last talked to, or one fixed number.
Your AI transfers calls to a routing group, not straight to one person. To get a caller directly to someone specific, like a certain rep or the member's own agent, you tell that routing group who to try first. There are four ways to do it, and you can mix the first three.
| You want the transfer to go to | Turn on | Where |
|---|---|---|
| Whoever the caller asks for by name ("Can I talk to Dana?") | Prioritize the agent requested by name | Routing group, Agent Priority |
| The member's own agent | Prioritize customer's assigned agent | Routing group, Agent Priority |
| Whoever they talked to last | Prioritize the agent the customer last spoke to | Routing group, Agent Priority |
| The same person every time | A routing group with only that person in it | Configure > Routing |
When a caller asks for someone by name
This is off by default. To turn it on:
- Go to Configure > Routing and open the routing group your AI transfers to.
- Under Agent Priority, turn on Prioritize the agent requested by name.
- Use the up and down arrows to choose where it sits next to the other two options. Enabled options are tried from top to bottom, then standard routing continues.
- Click Save Routing Group.
It only works for calls your AI transfers to that routing group, so make sure the campaign sends calls there: in the campaign's Assembly tab, click Escalations, and set the scenario to Transfer Call with that routing group. See Escalations.
Here's what the caller hears when they ask for Dana:
- Dana's Available and first in line: "Let me try Dana for you, hang tight." Dana rings before anyone else.
- Something else is above it in Agent Priority (like the assigned agent): "I'll try Dana in this team's priority order, hang tight." The higher options go first, then Dana, then the rest of the team.
- Dana's on a call, Busy, or offline: "Dana isn't available right now, so I'm trying Jordan for you." If they only want Dana, the AI tells them whoever picks up can pass along a message.
- Nobody in that routing group goes by that name: the AI gets someone else on the team.
If a member asks for "my agent," the AI uses the agent on their policy. And if they'd rather leave a note than talk to someone else, the note can go straight to the person they asked for. See What Your AI Knows on Every Call.
How it matches names
The AI matches what the caller says against your teammates' names in careCycle:
- A full name always works. A last name works when only one person in the routing group has it.
- A first name works when only one person in the routing group has it. With two Danas, the caller needs to say the last name too, or the call goes to the team like any other.
- It goes by the name on their careCycle profile, so a nickname ("Jen" for Jennifer) won't match unless it's in their name.
It only looks inside the routing group the call is going to. If Dana is on your sales team and the AI is transferring to your service team, asking for Dana won't ring Dana. To let callers reach anyone, put everyone they might ask for in that routing group, or turn this on for each group your AI transfers to.
Their assigned agent
Prioritize customer's assigned agent tries the agent whose NPN matches the customer's record first. Your teammates need their NPN in careCycle, and your customers need their agent on file. See Assign Customers to Agents.
Unlike asking by name, this can ring someone who isn't in the routing group: it looks for that agent across your whole organization.
The person they last talked to
Prioritize the agent the customer last spoke to tries the teammate who handled the customer's most recent softphone call first. It's handy when members call back about something they already started with someone. Like the assigned agent, that teammate doesn't have to be in the routing group.
If that person can't pick up
None of these options ring someone who isn't free. The person has to be online, Available, and eligible for the call, just like normal routing. If they can't take it, or they don't answer within the Ring Duration per Agent, the call moves to the next option, then the rest of the routing group, then the group's fallback. See Priority and Eligibility.
The same person every time
If certain calls should always go to one person:
- Someone on the softphone: make a routing group with just them in it and pick it as the escalation's Transfer Call target. Leave Prioritize customer's assigned agent and Prioritize the agent the customer last spoke to off, since those can ring someone outside the group. If they don't pick up, the routing group's fallback takes over.
- Their cell or desk phone: make a Direct routing group with their number.
Each row in Escalations has its own Transfer Call target, so different situations can go to different people. See Choose a Routing Type.
Test it
Set the teammate to Available, then make a test call and ask for them by name.