Transfer Call

[JohnnyV]

We are enhancing our IVR to add a "Transfer Call" option to a customer service rep. Our system uses Voiceguide with a Dialogic D4PCI-U modem.

We simply want to give a caller the option to Press 2 to call the Customer Service Rep and once the IVR detects a human or an answering machine pickup

the IVR script would quit and the caller would then be connected to customer service or their answering machine.

 

In testing I find that when I press 2 to connect to customer service I can hear the number being dialed and customer service then picks-up but then the connection dies and we cannot her each other.

 

Can you give me an idea of what may be happening in this situation?.

I used the "Transfer Call" option with the Dial Out and Conference Monitored" option.

 

Attached are the Voiceguide log files. The last event in the log files would be my unsuccessful attempt to connect to Customer Service.

 

Just FYI - I am implementing this function within a live environment and I am being careful not to foul things up.

Also I do not have the details of the phone system but do not believe it to be a PBX.

 

Thank you,

John V

Spruce Environmental Technologies, Inc.

 

[SupportTeam]

D/4PCI series cards do not support "Dial and Conference"/"Tromboned" type transfers.

 

From http://www.voiceguide.com/vghelp/source/html/modxfer.htm :

 

 

The D4PCIU* family cards do not support "Dial and Conference". You need a JCT or DMV series card (eg. D/41JCT, D/120JCT, DMV160 etc.), or any T1/E1 Digital cards (eg. D/240JCT, DMV600B etc.)

[JohnnyV]

D/4PCI series cards do not support "Dial and Conference"/"Tromboned" type transfers.

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Will this card support "PBX Hookflash" or "3 Way Conference Call Transfer"

[SupportTeam]

Yes. The D/4PCI series cards can issue hookflashes, so they do support Hookflash transfers and 3 Way Conferencing.