Help with Dialogflow CX Call Transfer

[howitworks18]

Hi! 

Im having issues with my Dialogflow set up. The end goal is to have a bot that answers general questions when someone calls in and transfers the call to a live person/department based off intent.

Example: Caller calls business number, gets general FAQ answered from a PDF in a datastore using a generator. Caller asks to "talk to billing" and the intent gets detected and the call is transferred to a another phone number.

Currently i have a simple flow built in the "global" region and using a number provided by Dialogflow Phone Gateway. I have an intent set up so when i say "talk to billing" the flow progresses to the "Billing" page. 

Inside the billing page theres "Entry fullfillment" where you can select "Telephony transfer call" where i assumed you could put a number to transfer the caller to but when i test this, i get a message through the phone call that says it cant transfer the call to another department. 

Maybe im misunderstand this feture. The docs for this feature are astonishingly sparse, any help in the right direction would be appreciated! 

https://cloud.google.com/dialogflow/cx/docs/concept/fulfillment#transfer

[Mizar]

@howitworks18 could you please share some screenshots. I have worked multiple times with this transfercall functionality, you just have to put a number and them df will do a transfer to that number.

One thing I recommend is to put a message before the tranfer, something like "We are transfering you to on of our agents"

[howitworks18]

Heres a screenshot, just as a test i have it transferring to the time and temperature number. Maybe its an issue with verifying the number? With Twilio you usually have to add the numbers to an access list.

ill put a message before it to see if that makes a difference.

 

 

[Mizar]

Hmmm I have tested on my own and its working fine, Is that a phone you can take a call?

[howitworks18]

its a number with an automated message when you call it that has the time and temperature. you were able to test it with that number? Can you send me a pic of your set up?

[Mizar · Accepted solution]

@howitworks18 It gived me tons of numbers related to time hehehe.
I just put an intent called test on the default start flow, I added this message just to see if the test intent was recognized, after some seconds (10) I hear a voice saying the time in tons of numbers.

[howitworks18]

I think i figured out what the problem was! For one, i had the call being handled inside the billing page and not the start page like you have there. i also had my intent set up as route.billing instead of just "billing". 

got it working, thanks for the help!