Using the Warm Transfer (Collector) Script Block

The Warm Transfer (Collector) block automatically selects a warm transfer number based on a prior collector value. For example, a business may want to set up transfers for callers asking to speak with specific staff members within the company. With a Warm Transfer (Collector) block, we can match up a Condition (specific person) with a Comparison (which person was selected), which alleviates the need to set up multiple Warm Transfer blocks for each individual employee. 

In this article we'll discuss:

Creating the Warm Transfer (Collector) Script Block

1
Within SAS Flex, click on the   Builder icon from the menu on the left. Then select  Blocks.

2
From the Builder blocks list, click and drag Warm Transfer (Collector) to the center of your screen.

3
Now under the  Edit tab, you will need to fill in the operator text, or what you want the operator to say to your callers. In this case, we’ll let the caller know we're checking to see if someone is available to take the call.

4
Under the  Options tab, you can customize the transfer script, or use the system's default option. The default option will instruct operators to say: "Hello, this is {{agent_name}} from SAS with a call. May I transfer them through?" If you want to customize the script, simply uncheck the Use Default Script box and type in your own message. 

After you've configured your transfer script (if applicable), you'll need to configure your Conditions and Comparisons accordingly. In our example, we'll match the Condition "Specific Person" to a Comparison of the name the agent selected from a Specific Person logic block. First, select your  Condition from the appropriate dropdown. We'll choose Specific Person from our list of Custom Collectors.

Next, type in your  Comparison. We'll be typing in the names of the people we have listed in our Specific Person logic block.

NOTE: What you enter in the Comparison field must be an exact match to what you have in the Logic Option you're pulling data from.

After your Condition and Comparison fields are completed, enter in the transfer number(s) accordingly. If you'd like our agents to attempt to dial 2 numbers for each staff member, add the secondary number in the Additional Transfer field.

NOTE: You can also include an extension by entering the number in the following format: 8885322479x21

5
Depending on your own setup, continue adding conditions and comparisons until you've completed your list.

NOTE: If you want to remove any conditions, hover over the section you want removed and click the trashcan icon.

6
The  Logic tab will show 4 pre-programmed options the operator can take depending on what happened on the call. These cannot be edited.

NOTE: After the Warm Transfer block is completed, we'll need to go back and create the subsequent blocks that will match up with the options listed below. We'll be doing this in a later step. 
7
Move on to the  Field tab, where you'll need to name your block. We named ours  Warm Transfer - Specific Person.

8
When you are finished, click  Save.

Implementing the Warm Transfer (Collector) Block into a Section

Once your Warm Transfer (Collector) block is created, we'll need to add it into it's own section. 

1
Within SAS Flex, click on the Builder icon from the menu on the left. Then select  Sections.

2
Locate the new block under the Unassigned Blocks section and drag it to the center of your screen.

3
Name your Section, and choose a color if you'd like! We named ours Specific Person Transfer. Then click  Save

Creating New Closing Blocks

Once you have finished creating the Warm Transfer (Collector) block and adding it to it's own section, we'll need to configure the steps that follow this action. As we've shown above, the Warm Transfer (Collector) block comes pre-programmed with the following logic options:

  • Successfully Transferred Call 
  • Employee Refused the Transfer
  • Caller Refused to be Transferred
  • Unable to Transfer Caller

Each of these options needs to point to a subsequent block. You may want agents to continue gathering more information if they're unable to transfer. However, in this tutorial, we'll be ending the call with a Closing block after the Warm Transfer. 

NOTE: If you want each staff member to receive their own messages after the transfer, you'll want to set up Closing (Collector) script blocks instead of regular Closing blocks. In this tutorial, we'll stick with the standard Closing blocks.
1
First we'll create our Closing block for calls that were successfully transferred. Click on the   Builder icon from the left navigation menu and select  Blocks.

2
Under the Builder drop down list, locate the  Closing block and drag it over to the designated box.

3
Under the  Edit tab, you'll see pre-programmed text. Since we've successfully transferred the call, agents will have no one left to talk to (sad). So, we can remove this text. 

4
Under the  Options tab, you can choose one of the Outcomes listed in the drop down, or you can create your own by using the text box to type in a new Outcome.

5
You can also choose to send the message to a specific Profile or Profiles.

6
Under the  Field tab, we'll need to name our block. We named ours Transferred Caller - Specific Person.

7
Click  Save.
8
Repeat the steps above to create your other Closing blocks for the remaining logic options. The only difference with these blocks will be the Operator Text, as well as how you name them. Check out our examples below.

Text to use for Employee Refused Transfer and Unable to Transfer:

Text to use for Caller Refused Transfer:

9
Once all your Closing blocks are created, you'll need to add them to their own respective Sections, just like you did for the Warm Transfer (Collector) block. 

Adjust your Script Workflow

Once you've finished creating your new Sections, it's time to incorporate them into your script Workflow. 

1
Click on the   Builder icon from the left navigation menu and select  Scripts.

2
Choose your Script to bring up the Workflow.

3
In our example, we'll be adding the Warm Transfer (Collector) section after our Specific Person section. You'll notice that our Specific Person section shows 4 empty circles, indicating that the workflow is incomplete. 

4
Drag out your new Warm Transfer section, then link up your sections accordingly. In our example, we'll be pointing all Specific Person options to our Specific Person Transfer section.

5
Once those options are linked, drag out your respective Closing sections. Then, link up each circle to its appropriate Closing. Once each section is linked up, the red error icon will disappear. 

6
When you are done, click  Save
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