Capabilities 2 of 2: transfer, redirect, DTMF and waiting phrases

In this second part of the AI4CALL assistant setup you configure four capabilities: transfer to another assistant, redirect to a destination on your phone system (PBX), keypad tones (DTMF) and waiting phrases. Each one comes into play at a different moment of the call.

As you move from one section to the next, the summary on the right-hand side of the screen always tells you which capabilities are active: that is your reference point.

Transfer: hand the call to another assistant

Transfer hands the call to another assistant. Open Configure, enable direct transfer, then pick a destination from the available assistants.

For every destination you select you have to write the transfer condition: the criterion that decides when the call is handed over. In the example shown, the condition is a request for technical support.

The destination name in this account is only a demo name: in your own setup, choose the assistant that actually handles that service. The announcement defines how the caller is warned before the handover.

Redirect: send the call to a PBX destination

Redirect, on the other hand, sends the call to a destination managed by your PBX: an extension, a group or a queue.

The transfer is blind: the assistant releases the call and drops off. If the destination is busy or does not answer, the PBX takes over. For the redirect to work, the destination must exist and the PBX must accept the transfer request.

DTMF: receiving and sending keypad tones

The DTMF section deals with telephone keypad tones. Receiving and sending are two separate capabilities: receiving is used, for instance, to collect a code typed in by the caller; sending lets the assistant transmit tones when the flow requires it.

The DTMF receiving parameters

When you enable receiving, the parameters that govern how the caller's input is read appear:

• Minimum and maximum length: they appear as soon as you enable receiving.
• Maximum number: it determines when the input is captured immediately.
• Timeout: it sets how long to wait while the caller is typing.
• Terminator: you can define one, for example the hash key.
• Prompt: explain to the caller what to type and how to confirm.

Waiting phrases: what fillers are for

Fillers are short phrases spoken while the model is preparing an answer or a tool is working: they make clear that the assistant is still there. Here you manage the phrase lists, and the screen shows two of them: one for tool waiting and one for answer waiting.

With Assign you choose the lists used by this assistant. Enable fillers and set the delay before playback: the value shown is one thousand two hundred milliseconds. The lists for model waiting and tool waiting are selected separately.

What the phrases say matters as much as the technical setting: a phrase such as let me check right away only works when you really are checking something.

The final check before saving

Review the transfer conditions, the destinations and the keypad rules. Make sure the waiting phrases are short and consistent with the task being performed. Save the individual windows where required, then save the assistant: only then does the configuration take effect.

Frequently asked questions

What is the difference between transfer and redirect?

Transfer hands the call to another assistant, based on a condition you write for every destination you select. Redirect sends the call to a destination managed by your PBX: an extension, a group or a queue.

What happens if the redirect destination does not answer?

The transfer is blind: the assistant releases the call and drops off. If the destination is busy or does not answer, the PBX takes over.

What are waiting phrases for?

Fillers are short phrases spoken while the model is preparing an answer or a tool is working, and they make clear that the assistant is still there. The delay before playback is configurable: in the example it is one thousand two hundred milliseconds.