What’s happening?
Recordings and transcriptions continue after a call is transferred to a third party and the original agent has disconnected.
Reason:
This occurs due to the "Use bridged transfers" setting being enabled. When this setting is enabled, recordings and transcriptions continue even after the call is transferred to an external party. Conversely, disabling the "Use bridged transfers" setting results in the call disconnecting all parties upon transfer, then creating a new call between the customer and the external, which is not suitable for scenarios involving warm transfers to external call centers or IVRs where call continuity is needed.
Resolution:
To ensure recordings and transcriptions stop automatically after transferring a call to an external party, follow these steps:
- Navigate to the Customer Service admin center.
- Go to Workstreams under Customer support.
- Select the relevant workstream and navigate to Behaviors.
- Under the Consult and Transfer section, enable the option for External phone numbers.
- Ensure the "Use bridged transfers" checkbox is cleared (unchecked). With this setting disabled, the recording and transcription will automatically stop after the transfer, and the conversation will move to the closed state immediately after the transfer.
Important Consideration: - If your scenario involves a warm handoff to an external agent, you should first use the consult feature to connect with the external agent, then perform an unbridged transfer. After the consult, the customer will hear an automated notification indicating the call is being transferred, followed by ringing. Once the external agent accepts the call, the original agent will be disconnected automatically, and no further recording or transcription will occur. The external agent must explicitly accept the transferred call, even if they were already connected during the consult.
For additional details, refer to the official documentation: - Use consult to collaborate with other agents or supervisors