Directory and call transfers

The directory tells the receptionist who it may call and how to transfer them. Keep the contact’s transfer preference (blind or attended) separate from the SIP handoff method (bridge or refer).

1. Add standalone directory contacts

• Open Directory → + Add a contact. Name is the spoken name the agent matches; use distinct names for people who share a first name.
• Number is a dialable destination accepted by the operator: for example an internal extension or an international number. It is not an email or arbitrary SIP URL.
• Notes explains the role, such as reception or accounts. Transfer chooses blind or attended for that contact. Add the contact and leave it enabled.
• Use the directory controls to edit the entry, change its transfer type or disable it. Only enabled contacts are offered for standalone inbound transfers.

Example: create Reception with your test extension and blind, then Support with another test extension and attended. Replace these with destinations you can actually answer. Put difficult names in Configuration → Dictionary recognition hints and test pronunciation on a real call.

Blind: direct transfer

The caller asks for a contact and the receptionist starts the transfer without interviewing the recipient. The call-control announcement uses the configured transfer phrase. A direct transfer is not a promise that the person answered or accepted the request.

Attended: announce and ask first

The receptionist asks for the caller’s name and reason, puts the caller on hold, calls the selected contact and announces the request. The recipient can accept, refuse or ask a short clarification. On acceptance, Asterisk connects the two parties. On refusal or no answer, the recipient leg is ended and the receptionist resumes with the caller, with the option to take a message.

Configuration → Agent → Dialog turns — attended transfer bounds the discussion with the recipient (1–10, default 3). The on-call model handles that discussion. Hold, connecting and announcement phrases are configurable; preserve the required name/reason placeholders. Do not invent caller details to complete a transfer.

bridge and refer: a separate choice

Configuration → SIP / Telephony → Transfer method selects the handoff for blind transfers. bridge dials the destination and keeps Asterisk in the media path. refer sends SIP REFER to the operator, which must support and authorize the transfer. Attended transfers remain bridged so the receptionist can speak to the recipient before connecting them.

Unknown names, ambiguity and failures

A missing or ambiguous contact must not produce a guessed transfer. The agent asks for clarification or offers to take a message. If a known destination cannot be reached, check its dialing format and operator authorization. Test refusal, no answer and the caller hanging up during the wait; a spoken promise alone does not prove transfer success.

Directory ownership with Prism

When linked to Prism, inbound transfers use approved Prism users with configured phone/transfer preferences. Set Phone and Incoming transfers on the relevant profiles. The standalone directory is not merged into that inbound list; it remains the outbound contact directory. An unavailable Prism directory does not fall back to exposing local supplier contacts for inbound transfer.

A short acceptance test

• Ask for Reception: verify the blind transfer reaches the intended test extension.
• Ask for Support, give a real test name/reason, accept on the recipient phone and verify two-way audio after connection.
• Repeat and refuse; repeat without answering. Verify the original caller is not silently abandoned.
• Ask for an absent or ambiguous name and verify clarification/message behavior. Read Call Logs/Conversations for the actual action.