How do transfers to our closers work?
The caller hears a hold message and is handed to your team with their details on screen.
When a caller reaches a transfer step, the bot plays your hold message and hands the call to your dialer's transfer number, which routes it to your closers' in-group.
- The lead's phone number and name are carried onto the transfer, so the closer answers to a screen that already shows who is calling. On ViciDial this needs the in-group's handle method set to CLOSER.
- Where the dialer supports it, the call is handed over completely and the bot seat is freed straight away.
- The bot never hangs up on a caller it is transferring.
When a transfer does not connect
There is no retry and no second closer. The call ends and the reason is recorded, so reports show exactly why: closer busy, nobody answered, the caller hung up first, the target could not be dialed, no transfer target set, and so on.
If the caller hangs up during the hold message, the call is recorded as aborted and is not counted as a transfer.
Heads up
If the closer sees a blank screen, the lead details are not arriving with the call, or the in-group is not set to CLOSER.