Transfer Action Details

Agent: Customer Service Router

Transfer Actions Configured:
1. Transfer to Billing Department (+1-555-100-0001)
2. Transfer to Technical Support (+1-555-100-0002)
3. Transfer to Sales Team (+1-555-100-0003)
4. Transfer to Returns Department (+1-555-100-0004)
5. Transfer to Manager (sip:manager@pbx.company.com)
6. Transfer to Spanish Agent (Agent ID: ag_spanish_01)

Instructions:
Route customers to appropriate department:

Billing questions → 'Transfer to Billing Department'
Technical issues → 'Transfer to Technical Support'
Sales inquiries → 'Transfer to Sales Team'
Return requests → 'Transfer to Returns Department'
Escalations → 'Transfer to Manager'
Spanish speakers → 'Transfer to Spanish Agent'

Always explain who you're connecting them to before transferring.

Primary escalation path:
1. Attempt 'Transfer to Technical Support'
2. If fails, attempt 'Transfer to General Support'
3. If that fails, attempt 'Transfer to Manager'
4. If all fail, apologize and schedule callback

Instructions:
If the primary transfer fails, the agent should try the backup,
and handle complete failure gracefully by collecting callback info.

Agent: Customer Support Router

Transfer Actions:
- Transfer to L1 Support (sip:support-l1@queue.company.com)
- Transfer to L2 Support (sip:support-l2@queue.company.com)
- Transfer to Engineering (+1-555-100-9999)

Instructions:
Route support issues by complexity:

Simple questions (password reset, account questions):
- Answer directly using knowledge base
- Don't transfer unless customer requests

Medium complexity (feature questions, minor bugs):
- Attempt to help using knowledge base
- If unable to resolve, use 'Transfer to L1 Support'

High complexity (system outages, critical bugs):
- Gather detailed information
- Use 'Transfer to L2 Support'

Critical emergencies (data loss, security incidents):
- Collect all details immediately
- Use 'Transfer to Engineering' without delay

Agent: Sales Qualification Agent

Transfer Actions:
- Transfer to Inside Sales (+1-555-200-1000)
- Transfer to Enterprise Sales (+1-555-200-2000)
- Transfer to Customer Success (sip:cs-team@company.com)

Instructions:
For inbound sales inquiries:

1. Greet and understand their interest
2. Ask qualifying questions:
   - Company size
   - Budget range
   - Timeline
   - Decision authority

Based on responses:

Small business (<50 employees, <$10k budget):
- Provide self-service resources
- Offer to schedule demo via booking action
- Don't transfer unless they request

Mid-market (50-500 employees, $10k-$100k budget):
- Use 'Transfer to Inside Sales'
- Explain: "I'm connecting you with an account executive
  who can discuss our mid-market packages"

Enterprise (500+ employees, $100k+ budget):
- Use 'Transfer to Enterprise Sales'
- Explain: "I'm connecting you with our enterprise team
  who specializes in large deployments"

Existing customer wanting expansion:
- Use 'Transfer to Customer Success'

Agent: After-Hours Support

Transfer Actions:
- Transfer to On-Call Engineer (+1-555-emergency)
- Transfer to Voicemail (sip:vm@pbx.company.com)

Instructions:
Outside normal business hours (Mon-Fri 9am-5pm):

1. Greet: "Thank you for calling. Our offices are currently closed."

2. Ask about urgency:
   "Is this an urgent issue affecting your business operations?"

If urgent/emergency:
- Gather details: name, company, issue description, impact
- Explain: "I'm connecting you to our on-call engineer who can
  help immediately"
- Use 'Transfer to On-Call Engineer'

If not urgent:
- Explain business hours
- Offer options:
  a) Leave voicemail (Use 'Transfer to Voicemail')
  b) Schedule callback for next business day (Use booking action)
  c) Visit self-service knowledge base

Determine required skill:
- Billing question → 'Transfer to Billing Specialist'
- Technical issue → 'Transfer to Technical Support'
- Product question → 'Transfer to Product Expert'
- Account management → 'Transfer to Account Manager'

Use customer's account type to influence routing:
- VIP accounts always get priority queue transfers
- Enterprise accounts route to dedicated support
- Standard accounts route to general support queue