Call Control
Seamless Call Transition to Human Agents with Forwarding and SIP REFER
Last updated
Seamless Call Transition to Human Agents with Forwarding and SIP REFER
Last updated
The Call Control block enables you to manage the direction and flow of your calls with precision. It allows you to steer the call to different destinations, whether it's transferring to another phone number or a SIP trunk. By utilizing the Call Control block, you can ensure calls are routed efficiently and handled according to your conversation design.
Moreover, the Call Control block is a versatile tool, acting as an alternative to the End Conversation block. You can use it to seamlessly transition callers to a live agent, providing a more personalized experience compared to ending the call directly.
The Call Control block is designed exclusively for use on the Phone2 platform. Access from other platforms is not supported.
Upon clicking the Call Control block, you'll be presented with several configuration options:
Speech Before Action: Improve caller experience by playing a message (using SSML) before the call is redirected, informing callers about the upcoming transfer.
Action Sequence: Create a sequence of actions, such as dialing numbers or initiating a SIP REFER, which the system will execute in the specified order.
When setting up your initial Action Sequence, choose from the following action types:
Forward Call: Use this option to dial phone numbers directly or use numbers from Storage or Environment variables, keeping the original call connection active.
SIP Refer: Select this for transferring calls via SIP URIs or URIs from Storage or Environment variables, after which the connection is released.
To maintain clarity and functionality, each Call Control block must contain only one type of action sequence.
In a SIP Refer Action Sequence, you can specify multiple SIP Invite URIs or reference multiple values from Storage and Environment variables. This flexibility allows Parloa to direct a call to various destinations or dynamically select a forwarding target based on information stored in Storage or Environment variables. Adding additional data to the SIP Header offers enhanced control over the call-forwarding process.
Within a Forward Call Action Sequence, you have the option to list multiple phone numbers or reference values from Storage or Environment variables. This feature supports dynamic call forwarding, ensuring a seamless caller experience by adapting to stored information or predefined variables.
