Mid Call Divert/Mid Call Conference (and Speed-Dial)
The Mid Call Divert (MCD) feature allows the destination number party (the B-party) to forward the caller (the A-party) onto a third party (the C-party).
To invoke MCD, the B-party simply presses the # key at any point during the conversation. The A-party will hear âplease holdâ (this is generic Advanced Services audio) followed by ringing, and the B-party will hear audio prompting them to key in the C-party number. If the B-party presses 1 instead of # to invoke MCD, the A-party will hear a randomly-selected music feed instead of ringing. If the B-party presses 21 instead of 1 or # to invoke MCD, the A and B-party experience will be the same as pressing the # key (i.e. the A-party will hear âplease holdâ followed by ringing, and the B-party will hear audio prompting them to key in the C-party number), but when the C-party answers, the Call ID of the first call is transmitted via a quick burst of DTMF into the C-party call. This sequence is terminate by a # tone. Note that neither the A nor B parties will hear these tones. This mechanism is useful for linking together the data from two separate calls. For example, if the B-party needs to dial a third-party IVR service (or even another Advanced Services service), the third-party (i.e. the C-party) can absorb those digits and store them for later use. It is the responsibility of the third-party service designer to make sure the DTMF digits are received and stored properly in order that the data from the two calls can be subsequently linked together by an appropriate post-call process. It is also the third-party service designerâs responsibility to make sure their service clears down properly in order that the A and B parties can be re-connected together. The B-party has 7 seconds to start keying the C-party number â if they fail to start keying in the number during this period they will be connected back to the A-party. Once the B-party has started keying the C-party number, they cannot delay for more than 5 seconds between each DTMF key press, otherwise the attempt will be aborted and they will be connected back to the A-party.
The B-party can key in a valid destination number (landline, mobile etc) or a valid speed-dial short code. Speed-dial is available on both MCD and MCC (Mid Call Conference) and allows the B-party to key in predefined short codes. Speed-dial short codes can be configured within the dynamic properties of the Start Node. See Service Designer Start Node for more information. Note: speed-dialling is not currently available for services configured using Service Builder. If the C-party number is misdialled, or the B-party decides to abort the C-party out-dial, they can press the * key to bring the call back.
If the C-party number is NU or busy, the A and B parties will be connected back together.
When the C-party starts ringing, the B-party can press the # key then hang up, doing so will connect the A-party to the C-party when the C-party answers â this is known as âblind transferâ. During C-party ringing, both the A and B parties hear ringing (or the A-party hears music as described above). If the ring-time for the C-party becomes excessive, the B-party can press key 5 to invoke 'talkback' to reconnect to the A-party to reassure them their call is still being dealt with. The B-party can press 5 again to put the A-party back into the ringing (or music) state and wait for the C-party to answer. If the C-party answers when the A and B parties are in talkback mode, the B-party will hear a sound-effect to inform them the C-party has answered; at the same time the C-party will hear a message "Incoming Call. Please hold - the caller knows you are waiting" followed by ring tone. The B-party would press 5 again in this scenario to talk to the C-party. The B-party can toggle the 'talkback' feature as often as is necessary. To connect the A and C parties, the B-party presses #, as described above.
If the B-party hangs up without pressing the # key, the transfer will fail and both the C-party and A-party will be disconnected. The B-party MUST always press the # key to connect the A-party and C-party together before they hang up.
However, it is advised that the B-party remains part of the call until the C-party answers and the B and C parties have conversed before the B-party drops out of the call (known as warm transfer) in order to make sure the C-party wants to handle the call (and to make sure the right number was dialled to avoid confusion for the A-party and the annoyance of the unsuspecting C-party!)
If the C-party decides to hang up during the conversation with the B-party, the A and B parties will be connected together again. If the C-party decides to take the call, the B-party should press the # key then hang up, and the A and C parties will then be connected together.
Mid Call Conference
Mid Call Conference (MCC, aka Hot Transfer) works in a similar way to MCD, except it allows all three parties (A, B and C) to converse simultaneously. To invoke MCC, the B-party simply presses the DTMF * key at any point during the conversation. When MCC is invoked, the A and B parties can still converse during the dialling process. Note that there are no other audible prompts to direct the B-Party during the MCC invocation process - the B-Party needs to be confident as to the accuracy of their key presses, although the B-party will hear a short tone if the out-dial to the C-party fails for whatever reason. Mid Call Conference can also be invoked by keying in DTMF '25' rather than DTMF *. This allows the A-Party to press DTMF digits once the C-Party is connected without those digits interfering with the B-Party; a DTMF # from the A-Party for example could cause the B Party to clear, as described in the sections above. Invoking MCC in this way stops the B Party from 'listening' to the DTMFs, and only the C-party can hear them. The C-Party is most likely to be a 3rd-party IVR system that the A Party needs to interact with. Also, invoking MCC in this way causes the audio route between the A-Party and the B-Party to be temporarily broken for 3 seconds to prevent the B-Party from hearing the DTMFs (for security purposes, for example). The B-Party may hear a short burst of the initial DTMF tone, but subsequent tones are prevented from being transmitted to the B-Party for a 3 second period after each keypress. The DTMFs are also excluded from any call recording that may be active on the call. Note that the C-Party can leave the call at any point once the A to C-Party interaction is complete, and the A and B-Parties will remain in the call
MCD/MCC Key Summary
All functions are invoked by the controlling party, which in most cases with be the B-party.
Initial state (i.e. A and B connected only):
[#] invoke Mid Call Divert with A-party ring tone.
[*] invoke Mid Call Conference.
[1] invoke Mid Call Divert with A-party Music-On-Hold.
[21] invoke Mid Call Divert - CallID is transmitted to C-Party as a DTMF sequence before B and C parties are connected.
MCD/MCC intiated:
[*] or [3] - terminates C-party (whether ringing or connected).
[#] or [4] - terminates B-party.
[5] - Talkback toggle (not available in MCC).
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