Hello – one of our calls had a weird issue where according to the transcript, an initiated transfer took several minutes to complete. However, looking at the detailed logs, it seems like it was a shortened amount of time.
The user reported silence from the phone line during this process, which should have been filled with a ringtone….
Can you confirm the behavior and if any of our transfer settings on the agent are misconfigured?
Call ID:
call_f9a702eea002c6f7c18d9d33f9a
Hi @anthony3
Thank you for sharing the call ID. I’ve forwarded it to our team for review.
We’ll keep you updated as soon as we have more information.
Best regards
Hi @anthony3
Team looked into call call_f9a702eea002c6f7c18d9d33f9a in depth. The transfer to the 800 number with extension 201 technically succeeded — the total transfer leg lasted about 2 minutes (including the conversation with Brenda). However, the silence your user experienced is due to how the transfer interacts with the phone system (IVR) at that number. For transfers to numbers that require navigating a phone tree via DTMF extension, consider turning off “Opt Out Human Detection” on the transfer tool. This should eliminate the silence gap. Note that with this change, the agent detection timeout (currently set to 30 seconds) should be long enough to account for the IVR navigation plus extension ring time. If routing through the phone system typically takes longer, you may want to increase that timeout as well.
Thank You
Hey Shaw thanks for taking a look. I believe we had the human detection mode off during that specific call, I just made the change afterwards.
Are you referring to this setting here?
