Hand-overs and billing
A hand-over is the moment a call moves from one step to the next: from a bot to a person on your team, to an outside team, or to another bot.
Do this: set the hand-over times
Section titled “Do this: set the hand-over times”- Open the campaign, then the Settings tab.
- Under Advanced, open Hand-overs.
- Set A person waits for an agent to accept for up to, in seconds.
- Set A hand-over counts as billable after, in seconds.
- Select Save changes.
The two settings
Section titled “The two settings”| Setting | Default | Allowed on screen |
|---|---|---|
| A person waits for an agent to accept for up to | 20 seconds | 5 to 120 seconds |
| A hand-over counts as billable after | 90 seconds | 0 to 3,600 seconds |
The wait
Section titled “The wait”This is how long the agent’s phone rings before VoDialer gives up. The phone system keeps it between 5 and 60 seconds, so a value above 60 behaves as 60. A team queue can set its own wait, which takes the place of the campaign’s.
Billable
Section titled “Billable”A hand-over counts as billable when the person receiving it stayed on the call at least this many seconds. The count starts when they joined the call and stops when they left. A hand-over of 90 seconds is billable at the default. One of 89 seconds is not. Setting 0 makes every hand-over with any time on the call billable.
Results shows the count as “Billable”: “Hand-overs that lasted long enough to be billed under the campaign’s rule.” Each is counted once, when the hand-over finished. See usage and charges and cost per hand-over and sale.
What must be known first: conditions
Section titled “What must be known first: conditions”On most steps the panel has Hand over only when. With no conditions, “everyone who reaches this step is handed over”. Each condition names something the bot must have learned, and a rule:
| Rule on screen | Meaning |
|---|---|
| is yes | The answer was yes. |
| is no | The answer was no. |
| is on file | Any answer is recorded. |
| is at least | A number is at least your value, for example age at least 65. |
| is at most | A number is at most your value. |
| is exactly | The answer matches your value. |
To add one: open the step, select Add a condition, name what the bot learned, choose the rule and a value, then select Add and Save this step.
A condition that is missing or does not fit stops the hand-over. The bot is told, in plain words, for example “age is not confirmed”. It then apologises and asks for what is missing, or ends the call as not a fit. A fact that looks implausible never satisfies a condition. A rule VoDialer does not understand also stops the hand-over.
What a failed hand-over does
Section titled “What a failed hand-over does”A hand-over fails when nobody can take it, the agent does not accept in time or declines, or the agent is not connected.
- The agent is freed. When a bot was handing over, the person stays with the bot.
- The bot tells the person honestly and offers a callback. See callbacks and recovery.
- The hand-over is not counted as “Handed to your team”.
- If your team can take no call at all, see when nobody is free.
A reserved agent who has not joined within 30 seconds is released, and the hand-over is marked failed.