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Bridge Transfer

Phone Password Manager can connect two phone lines to each other, which is known as a bridge transfer, hairpin transfer, or supervised transfer call. You can configure bridge transfers in two ways:

  • Both the end-user and the help desk user call the Phone Password Manager system, and the system connects their calls together. For details, see the bridge-demo1.psl sample script.

  • Only the end-user has to call the Phone Password Manager system. The system then makes an outbound call to a help desk user. For details, see the bridge-demo2.psl sample script.

    The scripts bridge-demo1.psl and bridge-demo2.psl are located in the samples directory.

Phone Password Manager currently supports bridge transfers using both Dialogic® voice boards and Dialogic® PowerMedia Host Media Processing Software.

Once the system is able to complete bridge transfers, it works as follows:

Line A:

  1. The end-user calls the Phone Password Manager system and authenticates.

  2. The end-user presses a key to request the help desk.

  3. The end-user is placed in queue.

  4. The end-user’s status in the queue is updated until a help desk user becomes available.

  5. The two lines are bridged together.

Line B:

  1. The help desk user either:

    • Calls the Phone Password Manager system and checks the queue for help requests.

      Or,

    • Receives a call from the Phone Password Manager system.

  2. The system reports the end-user’s information, and the help desk user either:

    • Accepts the request for help

      Or,

    • Places the request back in the queue; the call maintains its position in the queue.

  3. If the help desk user accepts the request, then the two calls are bridged together.

  4. The system waits until the line is dropped.

    If required, the conversation can be recorded. See Recording bridge transfers for details.

Pre-configuration

Before the bridge transfer function can be added to Phone Password Manager, you must change the ipDTMFmode setting in idtel.cfg:

ipDTMFmode = 6

This enables the DTMF key after a connection has been established.

If you are using a softphone, then you must:

  1. Install the softphone on the Phone Password Manager server.

  2. Install the softphone on another Windows machine as well. This machine receives the transferred call.

Next:

Configure bridge transfers .

Configuring bridge transfers

If you are configuring the bridge-demo2.psl script, then you must specify the help desk number as follows:

var $HelpDeskNumber = "SIP:<Server IP>";

Where <Server IP> is the IP address for the outbound call to the help desk user. This address should connect to the softphone which can receive a call from Phone Password Manager.

Modify the idtel.cfg file as follows:

  • bridge-demo1.psl:

    ScriptName = "bridge-demo1.psl"

  • bridge-demo2.psl:

    ScriptName = "bridge-demo2.psl" 
ScriptNames "" = { 
   "bridge-demo2.psl" = "4-4:o" 
}

    Where: 4-4:o specifies to only use line four in outbound mode.

    The two numbers specify the range of lines, and o specifies outbound mode.

Recording bridge transfers

You can record a call that has been transferred to the help desk by a bridge transfer. This function is controlled by the recorder-demo.psl script, which is located in the samples directory. The recorded call produces a wav file.

This script is provided to help test the bridge transfer function .

Both sides of a call (caller and automated voice) are recorded. However, it is possible to write a script to record the callers on two different lines. The "RecordFileEx" function has the ability to record two time slots simultaneously.

To configure call recording, you must modify idtel.cfg to assign an outbound mode channel for recorder-demo.psl and to start the recording. It is recommended that you do so under guidance from Bravura Security staff.

Configuration notes

Optionally, you can configure the bridge transfer script to play on-hold music or other programming while a user is waiting in queue. See bridge-demo1.psl or bridge-demo2.psl for details.

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