wehub-resource-sync
50 lines
1.7 KiB
Markdown
50 lines
1.7 KiB
Markdown
# Warm transfer example (supervisor escalation)
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This example shows a warm transfer workflow for call centers when a customer requests escalation.
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**Flow**:
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1. Customer requests escalation
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2. Agent places the customer on hold
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3. Agent contacts the next escalation point (supervisor)
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4. Agent briefs the supervisor with a summary
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5. Agent connects the supervisor to the customer
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**How it works with LiveKit**
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- The agent creates a new Room to reach the supervisor and places a SIP call with `CreateSIPParticipant`.
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- A separate `AgentSession` is used to share context with the supervisor.
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- When the supervisor agrees, `MoveParticipant` API moves the supervisor into the customer's Room.
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**Using the WarmTransferTask**
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The `WarmTransferTask` from `livekit.agents.beta.workflows` simplifies the warm transfer flow. You don't need to implement the transfer logic yourself - just call the task with the target phone number and SIP trunk ID:
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```python
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result = await WarmTransferTask(
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target_phone_number=SUPERVISOR_PHONE_NUMBER,
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sip_trunk_id=SIP_TRUNK_ID,
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chat_ctx=self.chat_ctx, # Provides conversation history to the supervisor
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)
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```
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# Usage
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**Prerequisites**
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- A [LiveKit Cloud](https://livekit.io) account
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- SIP trunks configured (inbound & outbound) [guide](https://docs.livekit.io/sip/quickstarts/configuring-sip-trunk/)
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- Two phone numbers, one to call the agent, the other for escalation
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- A SIP dispatch rule to trigger `sip-inbound` agent when dialed
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**Environment variables**
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- LIVEKIT_SIP_OUTBOUND_TRUNK: the outbound SIP trunk ID
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- LIVEKIT_SUPERVISOR_PHONE_NUMBER: the phone number of the supervisor (including + and country-code)
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**Run the agent**
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```python
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python warm_transfer.py dev
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```
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