Creating a Hotline Transfer Node
You can create Hotline Transfer nodes to transfer a caller from one Hotline to another. You are limited only by the number of Hotline phone numbers you have available. For example, in a flu pandemic situation, you might want to transfer well callers to one Hotline and sick callers to another Hotline. In this case, you can create two Hotline transfer options, one for well callers and one for sick callers.
If your company purchased language packs, you can use this feature to set up a main Hotline that transfers callers to a Hotline in their preferred language.
To add a new Hotline Transfer node:
- Access the Hotline you want to add the message node to by clicking Hotlines in the left menu bar, selecting the appropriate Hotline, and clicking Edit. The Hotline Editor appears.
- Add a New Hotline Transfer node to Hotline by dragging New Hotline Transfer from the left column into the Hotline tree in the right column. The Hotline Option Editor appears. Use this editor to set the options for this node.
- In the Hotline Transfer Name field, type the text you want the TTS engine to read when a caller accesses this node of the Hotline. Type the words that you want callers to hear immediately after the option number. For example, to build a message node that says, “Press 1 to transfer to the English language hotline,” type
to transfer to the English language hotlineinto the Hotline Transfer Name field. - Click the Actions field name to bring up the Action Editor.
- Set up action logging to capture information about callers accessing this node. See Capturing Node Actions for more information on gathering information on node actions.
NOTE
- By default, hotline transfer nodes have no security restrictions. You can increase this to User Identification Required or User Identification and PIN Authentication Required. When you increase security for a node, a lock icon appears on the node in the Hotline Pro tree. For more information about security, see Security.
- When callers call in to Hotline Pro from a phone in their AlertFind personal escalation list, AlertFind recognizes them but still asks them to identify themselves by asking, “If you are Sam, press 1. If you are not Sam, press 2.”
TIP
You can control access to sub-options by setting security at the main message level. Sub-options (children) inherit the security of the main message (the parent). This can be used to simplify security management.
- In the Select a phone number section, choose the hotline to transfer callers to when they choose this option.
- Click Save to save this node. Continue adding other nodes or options to the hotline until it is complete.
To activate your Hotline, see "Activating Your Hotline".