Transfer to an agent
When the customer asks for a person or the topic requires it, the assistant transfers the call to your team. If the transfer doesn’t happen, the customer is called back automatically. The setting is on Settings → Transfers and needs Transfer to an agent in your plan. Transfers only work on phone calls.
Transfer targets
Section titled “Transfer targets”| Field | Description |
|---|---|
| Target name | e.g. “Call centre” |
| Target type | Phone number (the agent’s or call centre’s number) or SIP address / extension (a queue or extension on your PBX) |
| Number / address | A Turkish number (e.g. 0212 123 45 67); sip:[email protected] or just an extension (101) — an extension goes to the PBX address in your phone line record |
| Transfer method | Bridge (dial and connect) or Hand over to PBX (SIP REFER) |
| Default target | Used when “the customer asks for an agent”. Only one target can be the default |
| Topics | If selected, transfers on these topics try this target first |
| Working hours | Always open, or time ranges Monday to Sunday (Turkey time) |
| Send a short summary | A one-sentence summary of the conversation goes to the agent |
| Order | If several targets match a topic, the smaller number is tried first |
| Active | Inactive targets are never used |
Up to 50 targets. Validate target only checks the format; it does not place a call.
Methods
Section titled “Methods”- Bridge (default): the assistant dials the number from your company’s own phone line; when the agent answers, it connects the customer and leaves. Works with every SIP provider. Without a phone line there is no transfer and the customer is called back. A bridged call lasts at most 30 minutes.
- SIP REFER: the call is handed over to your provider. If your provider doesn’t support REFER, the transfer fails and the customer is called back. Which providers support REFER is marked verified/unverified on the provider pages.
Target selection
Section titled “Target selection”- Among active targets, for a call with a topic: first the targets linked to that topic, then the default target.
- Within a group: order, then name.
- Outside a target’s working hours, it is not used.
If the transfer doesn’t happen (callback)
Section titled “If the transfer doesn’t happen (callback)”Outside working hours, busy, no answer, an error, or a channel that can’t be transferred:
- The assistant tells the customer.
- An automatic callback request is opened with your company’s geri_arama purpose and linked to the call. Outside hours it is scheduled for the target’s next opening. The request goes through the normal pre-checks (do-not-call, İYS, quotas, calling hours).
- A summarised request (kind Other) is opened so the team sees it.
A summarised request is also opened on a successful transfer, so the agent sees what the call is about in the console.
Summary header
Section titled “Summary header”If Send a short summary is on for the target, a summary of the conversation is sent in the X-Zitena-Ozet SIP header: personal data (numbers, emails) masked, Turkish letters converted to ASCII, line breaks removed, at most 200 characters. Your PBX can show this header on the agent’s screen.
Special and international numbers
Section titled “Special and international numbers”- Transfers to premium-rate or special-prefix numbers (0900, 0898, 444 …) need a special permission that only the support team can grant.
- Transfers to non-Turkish (E.164) numbers are not made unless international use is enabled for your company.
Every transfer attempt is written to the call’s event log (transfer) and to the Transfers section of the call detail; after a successful transfer the call outcome is “Transferred to agent”.
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