What is Live Call Transfer Auto-dialing feature?

What is Live Call Transfer Auto-dialing feature?

1 | When & Why Use Live Call-Transfer Auto-Dialing

This feature lets an agent press one key to (a) transfer the current caller to the right queue or colleague and (b) auto-dial the next customer on the campaign list—all in under a second.

Scenario

Example

Outbound sales blitz

Agent warm-transfers a demo-ready prospect to an Account Exec while the dialer instantly calls the next lead.

Tier-1 tech support

Frontline rep sends the caller to Tier 2, and the dialer launches the next ticket’s callback.

High-volume collections

Collector transfers a payer to the IVR payment line and moves on without downtime.

2 | Prerequisites

  1. Predictive/preview dialer licence enabled on your PBX or CCaaS plan.
  2. SIP trunk with enough channels for at least 2× agents on shift (one live, one “next call”).
  3. Warm-transfer key or soft-button mapped (often ## or F2).
  4. Contact list uploaded to the dialer (CSV or CRM sync).
  5. Admin access—or REST API token—to adjust campaign settings.

3 | Set Up in 4 Steps

#

Web Admin UI

REST API (cURL)

1

Go to Dialer › Campaigns › New → select Auto-Dial + Live Transfer.

bash\nPOST /v1/campaigns -d '{\"name\":\"July_SDR\",\"mode\":\"auto_dial_transfer\"}' -H \"Authorization: Bearer $TOKEN\"

2

Upload list or point to CRM view “SQL-July”.

bash\nPATCH /v1/campaigns/123 -d '{\"list_id\":\"sql_july\"}'

3

Define Transfer Targets → Sales Queue 501, Billing IVR.

bash\nPOST /v1/transfer_targets -d '{\"campaign_id\":123,\"targets\":[\"queue_501\",\"ivr_billing\"]}'

4

Toggle Auto-dial next record after transfer → ON (1-s delay).

bash\nPATCH /v1/campaigns/123 -d '{\"auto_dial_next_delay\":1}'

Screenshot: Campaign wizard highlighting “Auto-Dial next record after successful transfer.”
Diagram: Agent ↔ Caller → Warm Transfer → Queue 501; Dialer → Next Prospect (alt-text: “Live Call-Transfer Auto-Dial flow”).

4 | Agent Workflow (Default Keys)

  1. Speak with current caller.
  2. Press F2 (or ##) → choose target (Sales 501).
  3. Caller hears polite hold music; agent consults & completes transfer.
  4. Dialer waits 1 s → auto-dials next lead → agent connected.

Average idle time drops from 12 s to <2 s.

5 | Expected Results

  • Transfer completes in <3 s, caller lands in queue/agent with context pop.
  • Agent’s screen auto-loads next lead; call connects or retries per pacing rules.
  • Realtime dashboard shows Idle = <2 %, Connect Rate ↑ 18 %.

6 | Troubleshooting Cheat-Sheet

Symptom

Likely Cause

Fix

Transfer fails, caller hears busy tone

Target queue out of trunks

Add SIP channels or overflow rule.

Agent stuck “Waiting…” after transfer

Auto-dial delay set too high

Lower to 1–2 s in campaign settings.

Next call connects but no audio

NAT/ALG interfering during rapid call setup

Open RTP range, disable SIP ALG.

CRM screen doesn’t pop

Lead-ID not passed in transfer header

Enable X-Lead-ID in dialer settings.

7 | Metrics to Track

KPI

Where to View

Target

After-Call Work (ACW)

Agent Stats

<5 s

Idle Time

Realtime Wallboard

<3 %

Successful Transfers

Transfer Log

>95 %

Conversion per Hour

BI Dashboard

+15 % vs. manual

8 | Next Steps & Related Guides

<details><summary>FAQ (click to expand)</summary>

Q. Does the caller hear a hold tone during transfer?
Yes—configurable music or message; default is 6-second loop.

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