TransferCallToOperator

The TransferCallToOperator action allows your bot to switch the call to an agent. This can be helpful when the bot cannot solve the customer request without human aid.

You can use this tag in scripts for both outbound and inbound calls (in this case, make sure that you have allowed inbound calls in your SIP connection and phone channel settings).

tip

If you want to switch the dialog to an agent using JavaScript code snippets rather than action tags, use replies with the switch type in $response.replies instead.

Parameters

Parameter	Type	Description	Required
phoneNumber	String	Agent phone number.	Yes
then	String	The state the dialog will switch to if the call is switched to an agent successfully.	No
timeout	String	Agent response timeout in seconds. The default value is 60 seconds.	No
timeoutState	String	The state the dialog will switch to if the call is not switched to an agent after the timeout expires. If no state is specified, the bot will switch to errorState.	No
errorState	String	The the dialog will switch to if an error occurs and the call cannot be switched to an agent. If no state is specified, the bot will switch to the root theme /.	No

How to use

state: Switch
    intent!: /Switch to agent
    a: Hold on. I’m connecting you to one of our agents.
    TransferCallToOperator:
        phoneNumber = 79123456789
        timeout = 30
        timeoutState = /Switch/Timeout
        errorState = /Switch/Error

    state: Timeout
        a: Unfortunately, all our agents are busy at the moment. Is there anything I can help you with?

    state: Error
        a: Unfortunately, we cannot connect you with an agent. We’ll be sure to get back to you soon.
        script:
            $dialer.hangUp();