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Advanced call control activities

Updated on December 28, 2022

With advanced call control activities, you can implement starting a conference call, performing a warm transfer, and performing a blind transfer. The Computer Telephony Integration (CTI) server receives a request, applies the appropriate settings, and returns the event that instructs the Call Control Panel how to handle the call.

Advanced call control, available in the full telephony mode, includes the following features:

Conference call
A conference call is a call with more than two parties. This feature uses the conferenceInitiate activity and the conferenceCall activity to conduct a conference call, and the dropParty activity to remove a party from the conference call.
Warm transfer
A warm transfer is a call between the customer and a CSR where the CSR transfers an active call to another CSR through an alert. If the target CSR accepts the transfer, the CSR that initiates the transfer completes that transfer in the Call Control Panel, and then the target CSR takes the call. Warm transfers use the transferInitiate activity and thetransferCall the activity.
Blind transfer
A blind transfer is a call that a CSR transfers to another CSR without any alert or a wait time for acceptance. This function uses the blindTransfer activity so that the CSR can immediately transfer a call to another CSR.

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