Azure ACS Transfer call and handle scenario for no response

Question

Hello,

We have a scenario where the call is transferred to an agent, but the agent does not pick up the call. The call eventually goes to their personal voicemail. We want to redirect the call to ACS voice recording if the agent does not respond/pickup. ACS sends a "CallTransferAccepted" event if the call is not picked up. Is there any other event we can use to handle this scenario?

Is there an alternative like using the Job Router which we can use to manage the above scenario?

Thanks

Answer 1

Hi @Nikhil Thakur
Thanks for the question and using MS Q&A platform.
1.To handle a scenario where a call is transferred to an agent but not answered, implement a timeout mechanism to check if the call stays connected to the agent. If not answered within the set time, redirect the call to ACS voice recording or another destination. While the "CallTransferAccepted" event shows the transfer is accepted, there is no event for an unanswered call.

2.The Job Router can manage call transfers and unresponsive agents by logging interaction data (queue, agent, URI, transfer status) for analytics. It can also apply routing rules based on agent skills, shifts, and presence to improve call management.