Workflow Action - IVR Connect Call
Overview
The Connect Call (IVR) action in Stack allows you to seamlessly transfer an ongoing call to another phone number, user, or agent. This feature is particularly useful for directing calls to specific departments, agents, or external numbers within a call center or IVR system. You can also utilize advanced settings such as voicemail detection, call recording, and setting timeouts and time limits for connected calls.
Action Name
Connect Call (IVR)
Action Description
The Connect Call (IVR) action enables the transfer of an ongoing call from the IVR system to another phone number or user. You have the flexibility to call multiple users in parallel and add custom numbers. Advanced features include voicemail detection, call recording, and the ability to set timeouts and time limits for the connected call.
Action Details
How to Configure:
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Action Name: Provide a descriptive name for the action, like "Transfer to Agent" or "Connect to Sales Department".
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Connect Call To: Specify the user or custom phone numbers where the call should be transferred. You can select up to 10 users to call simultaneously.
Advanced Settings:
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Detect Voicemail: Enable this feature to detect if the call is directed to voicemail. Note that enabling this might introduce a slight delay.
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Record Call: Toggle this option to record the transferred call for future review or compliance purposes.
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Timeout (Seconds): Set the duration in seconds to wait for the called party to answer (e.g., 30 seconds).
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Time Limit (Seconds): Define the maximum duration for the connected call. For instance, to automatically disconnect after 1 hour, set this to 3600 seconds.
Field Descriptions:
| Field Name | Description | Mandatory |
|---|---|---|
| Action Name | Provide a name for the action. | Yes |
| Connect Call To | Specify the phone numbers or users to connect the call to. | Yes |
| Select Users | Choose from existing users or add custom numbers for the transfer. | Yes |
| Detect Voicemail | Toggle to enable voicemail detection for the call. | No |
| Record Call | Enable to record the transferred call for quality or compliance. | No |
| Timeout (Seconds) | Set the maximum time to wait for the called party to answer. | Yes |
| Time Limit (Seconds) | Set the maximum duration for the connected call (up to 24 hours). | No |
Example
Scenario: A customer calls the sales department through the IVR system, and the system automatically transfers the call to an available sales agent.
- Action Name: "Transfer call to Sales Agent"
- Connect Call To: Select the sales agent’s phone number or custom numbers.
- Advanced Settings: Enable call recording, set the timeout to 30 seconds, and set a time limit of 1 hour for the call duration.