The “Hot Transfer” is a custom block that looks up the caller’s information in the system by the combination of the caller’s ZIP code, year of birth, etc. to search for a Buyer and to transfer the Lead to the Buyer in shortened IVR flow.

The “Hot Transfer” is a custom block that looks up the caller’s information in the system by the combination of the caller’s ZIP code, year of birth, and 4-digit SSN to search for a Buyer. Please, reach out to your account manager to find out more details. If a Buyer is found the caller will be transferred to the Buyer right away resulting in shortened IVR flow for the caller. To add the “Hot Transfer” block to your IVR click the “Hot Transfer” icon in the blocks list.

To set up the block click the “Block Settings” button (the button with the “Gear” icon), and enter the block name in the “Title” field.

Select the “My Audio File” radio button to upload an audio file that will be played when a buyer is found and the call is transferred to this buyer, and upload the file to the “Audio File if Buyer was Found” field.

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To delegate the audio file creation to a professional artist, select the “Professional Recordings” radio button. Select the record language in the “Message Language'' drop-down list (English, Slovac, Dutch, or Russian) and enter the text to voice over in the “Text Message if Buyer was Found” field.

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There are two settings available in the “HT Type” dropdown menu.

The "In Parallel" option searches for the buyer while the lead goes through the IVR flow and transfers the call when the buyer is found. When there are no suitable Hot Transfer Campaigns and as a result no buyer found, the caller goes through the regular IVR flow.

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The "Sequential" option searches for a buyer by putting the caller on hold while waiting for the results from the system (Reject/Accept/Timeout). The caller will proceed through the IVR flow only if a reject or timeout response is received.

You can set up to 3 audio messages in the “Number of Audio Recordings” that will be played while the caller is on hold alternating audio messages and hold music. You can set hold music duration in the “Hold Music Duration” field. The system will check if there is an outcome of the buyer search before and after playing each audio message and if there is an outcome it will proceed with the flow either playing an audio message if the buyer was found or proceeding with the regular IVR flow.

Select the “My Audio File” radio button to upload an audio file or the “Professional Recordings” radio button to delegate the audio file creation to a professional artist. Select the record language in the “Message Language” drop-down list (English, Slovac, Dutch, or Russian) and enter the text to voice over in the “Text Message.” Click the “Browse” button in the “Audio File # (Searching HT Buyer)” field to upload the audio file that’s played while the system is searching for the buyer.

In the “Duration To HT Timeout” field, you can set up the time in seconds, up to 120 sec, to stop/timeout the process in the event of no answer from the system and proceed through the regular IVR flow.

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