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On my opinion, assisted transfer should work this way: The goals are: be fast to use (less key to type as possible), with a predictable behavior (you should be able to guess what will happen), and reduce/recover from errors (don't panic if you do a mistake!), Should be easy add the capability of: a) 3 way conversation b) blind transfer (that is the less used in a office)

Of course this is MY dream and my own vision.

C = Caller from outside (like Customer) S = Secretary (the “Switch” that routes the call with the transfer) T = the one that is the Target of the call of C. T extension is 999

Let's put that the “*” key enables the assisted transfer (of course, should be configurable and “multi key” enabled, so I could set it to the “flash” key, or have “**” instead of the single “*”, or “#9”, or whatever)

Different scenarios:

1. C calls and S answers:

a) for blind transfer: S presses *999 and hangs up. If T is busy or timeouts, the call goes back to C, if C is still available, or becomes “parked” somewhere (a special FIFO “park zone”) while S is busy (S hears a background sound telling her that someone has been parked).

b) for a successful assisted transfer: S press *999, T answers, S announces C, then S hangs up. If instead S presses “3”, the 3 way calling is enabled (C, S and T can talk together).

c) T does not want to talk with C: S press *999, T answers, S announces C, T does not want to talk with him, so T hangs up.

d) T is busy or don't answer: S can press *XXX to go to a new extension XXX (so S can try to transfer to someone else, or if has typed a non-existent extension, can immediately retry), or S can press ** (the defined key twice, so in the unfortunate situation where it has been defined “**” will be “****”), or hang up and immediately pick up (good for “panic situations”, even better if a “hangup key” is defined and it's picked up automatically). (note that there should be no timeout here, so S can try the transfer as many times as needed. But if really a timeouts is needed S should go back with conversation with C)

2. C calls T

a) in a database "C calling T" is specified with a priority: - High: T receives the call from C (automatic routing) - Medium: S receives an event notifycation, and can pick up the call in the first 2-3 rings or park it (even if he/she is busy talking to someone else), othewise T receives the call from C - Low: the call is "parked" or S answers

b) C is not in the database at all or C calls someone else difrent from T, so S answeres and we go back to 1. type scenarios

Note: the database can be automaticly / manualy updated, it is recomended to configure the databse with known C persons, before first (official) usage to make sure that their routed the right way, and dayly checkings should be made

N.B.: transfer and 3 way calling can be used also if you want to call to another external number. I.e. you call Tom, then you decide that you have also to hear Peter's opinion. You press *0123456, where “123456” is Peter's number, and “0” is the prefix for outgoing calls in your dialplan, and then you talk briefly with Peter and press “3” to have you, Tom and Peter talk together.

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