I've the following transferCall function: // { "id": "f75f2edf-5e14-4a5b-b0f7-a6b8832528c0", "type": "transferCall", "destinations": [ { "type": "number", "number": "+61xxxxxxxxx", "extension": "1006", "description": "Use this number when a users explicitly asks to speak to X, or X", "transferPlan": { "mode": "warm-transfer-say-message", "message": "" } }, { "type": "number", "number": "+61xxxxxxxxx", "extension": "1005", "description": "Use this number when a users explicitly asks to speak to X, X, or X", "transferPlan": { "mode": "warm-transfer-say-message", "message": "" } }, { "type": "number", "number": "+61xxxxxxxxx", "extension": "1004", "description": "Use this number when a users explicitly asks to speak to X", "transferPlan": { "mode": "warm-transfer-say-message", "message": "" } }, { "type": "number", "number": "+61xxxxxxxxx", "extension": "1003", "description": "Use this number when a users explicitly asks to speak to X", "transferPlan": { "mode": "warm-transfer-say-message", "message": "" } }, { "type": "number", "number": "+61xxxxxxxxx", "extension": "1001", "description": "Use this number when a users explicitly asks to speak to X", "transferPlan": { "mode": "warm-transfer-say-message", "message": "" } } ] } // Wondering if there is a fallback mechnism vapi offers that will route the call back to the agent if the human destination isn't answered?

@quickwhip. Yes, VAPI does offer fallback mechanisms to handle scenarios where a call transfer to a human destination isn't answered. Typically, this can be configured within the call transfer logic, where you can specify what should happen if the call isn't picked up after a certain number of rings or within a certain time frame. The fallback options might include routing the call back to the original agent, sending the call to voicemail, transferring to another number, or even ending the call with a message. The specific implementation details can vary based on the system you're using, and you may need to set up these rules within your call flow or IVR (Interactive Voice Response) configuration. If you need to implement or modify a fallback mechanism for your VAPI setup, you should consult the documentation or reach out to the support team for guidance on how to configure this according to your system's capabilities and your business requirements. If you have a specific scenario in mind, I can help guide you through the process or provide more detailed information.

Please advise as to how to specify that after 7 seconds it should go back to the agent (classified as a failed transfer so the agent can proceed with post failed transfer scripting)

@quickwhip. To specify a fallback mechanism where the call is routed back to the original agent after 7 seconds if the transfer is not answered, you would typically need to define this behavior in your call flow configuration. The exact method to set this up can depend on the capabilities of your Voice API platform and the tools it provides for call flow management. Here's a general approach you might take: 1. **Define a Timeout**: Set a timeout of 7 seconds for the call transfer attempt. This is usually done within the transfer call configuration. 2. **Specify Fallback Action**: Configure the fallback action to route the call back to the original agent if the timeout is reached without the call being answered. 3. **Mark as Failed Transfer**: Ensure that the system recognizes this event as a failed transfer so that the agent can be prompted to proceed with the post-failed transfer scripting. For example, in a pseudo-configuration, it might look something like this:

json
{
  "transferCall": {
    "destinations": [
      // ... your destination configurations
    ],
    "timeout": 7,
    "onTimeout": {
      "action": "routeBackToAgent",
      "agentId": "originalAgentId"
    }
  }
}

Please note that the above is a hypothetical example and the actual implementation will depend on the specific Voice API platform you are using. You should refer to the documentation for your Voice API platform or contact their support team to get the exact steps and parameters required to set up this behavior. If you need further assistance with the specifics of setting this up in your VAPI environment, please provide more details about the platform you are using or ask support for more info on this.

I am using VAPI

@quickwhip. I understand these requirements, which appear to be essential use cases that we should definitely support. However, we won't be able to implement these features immediately. In the meantime, you will need to transfer calls from our system to another number that's configured on Twilio Flex. Within Twilio Flex, you'll need to implement a robust call transfer system. While this should be relatively straightforward to implement, it will require some development effort.

@Shubham Bajaj Thank you for the response, I understand. What is the response mechanism for VAPI when a message that's spoken to the operator on warm transfer can't be spoken because the call was not answered? Could I somehow leverage this? I basically need something that would ilicit a failed transfer if the call just rings through. Just a thought, again thanks for your message.

You'll need to handle failed call transfers using Twilio Flex. Basically, you will need to transfer calls from our system to another number that's configured on Twilio Flex. Within Twilio Flex, you'll need to implement a robust call transfer system.