On Premise Software Help Resource : Help TopicsCall Transfer Options

With Voicent BroadcastByPhone Professional Edition or Enterprise Edition, you can set up call transfer. The system supports two call transfer mode:

• (1) Call transfer based on services on the telephone line
• (2) Call transfer on the same line by utilizing your computer

For service based call transfer, please call your phone company first for the dialing prefix and suffix. The settings listed in the dialog window are for setting up Voicent Gateway for using Vonage Call transfer service. When the person receiving the call presses a key for call transfer, the system will automatically dial the call transfer sequence. In this example, the system will dial #90, followed by 16501112222, followed by #. The call will then be transferred to the phone number 16501112222.

Suggestions for setting up service based call transfer

• 1). Connect a regular phone to the modem PHONE jack
• 2). Use the regular phone to call another phone number, such as your cell phone
• 3). Try call transfer with the regular phone.

If the call transfer does not work, then please contact your phone company.

Next please try to use the software to call. Once the call is connected, pickup the regular telephone that is connected to the modem PHONE jack. Please listen to the phone message when the modem is trying to make a call transfer.

If call transfer works with a regular phone, there is no reason it will not work with a modem. Voicent software simply drives the modem to simulate the key press. So all you need to do is to make sure the modem dials the same sequence of key press and at the right time.

The most common problem is that the modem dials the number too soon. For example, some service requires the press of the key, then wait for the dial tone, then press the phone number. If the modem is dialing too early before the dial tone, the phone line might not get all the phone numbers. To delay the dialing, you can add comma after the prefix. By picking up the phone that is connected to the modem, you can hear whether the modem is dialing too early or not.

The second problem is that some services (Vonage) require a 11 digit number for call transfer even it is a local number. Again, it is useful to listen to the phone connected to the modem, you can hear what is going on the the line.

Same line call transfer

The settings here are for setting up Voicent Gateway for transferring the call to the same phone line. When the person receiving the call presses a key for call transfer, the system will put person on hold, paying the On-hold message; the system will then pop up an alert window and play the selected ring sound on your computer speaker; you can pick up the telephone that is connected to the modem to talk to the person on the line.

This is usually used for AgentDialer in predictive dialing mode. With agent dialer, the default on hold message and transfer message can be overwritten when the dialing starts.

Do not show pop up window on this computer: If you have Enterprise Edition, you can log in from a remote machine using Voicent RemoteAgent so the call transfer alert window will pop up on the remote computer. If nobody sits in front of the gateway computer, set this option. Otherwise, the popup window will be shown in both computers.

Using 3 Way Calling Service

If you do not have call transfer service from your phone company, you can try to use 3-way calling. But using 3 way calling services have severer limitations.

1). By nature of the 3 way calling service, the modem phone line cannot be freed for the next call.

2). For some 3 way services, if the transferred call is not picked up in time, and the suffix is pressed, the 3 way calling will fail. So you have to add enough delay (comma) before the suffix. Voicent Gateway will give about 4 to 5 seconds delay before the suffix is dialed by the modem. You probably will need to add extra delays in most cases.

3). The modem will not disconnect when the other two parties have hang up their phones. Voicent system will disconnect the modem when there is enough silence from the phone line. It is set to 1 minute. So there will be at least 1 minute delay before the next phone call can be made from the system.

Call transfer when using Skype

For same line call transfer, the setting is the same as settings for modems.

When choosing service based call transfer, there is no need for prefix and suffix.

You can use either a Skype name or a regular phone number (Use SkypeOut) for the transfer.For example, skype:echo123, or 14081112222.

There are Knowledge Base articles that related to setting up call transfer.