Hi! I need advice. We have UCCX 7 Premium. I was asked to create a following script logic:
After an IVR greeting a received call comes in the queue "CSQ_Operators". An operator answers and depending on callers needs transfers the call to another specified queue (for instance to "CSQ_Support") if there is no answer from "CSQ_Support" the call must go back to the operator which transfered it. After the conversation a caller has to be offered to evaluate quality of service by dial from 1 to 5.
I have two questions.
1. Can the agents of "CSQ_Operators" transfer a call directly to "CSQ_Support" if both queues located withing the same application and the same script? Or I can only add the second application and script with the queue "CSQ_Support" and the operators will transfer calls to the route point number of second script?
2. Which step in the script would better use for saving and calculation the callers input (1 - 5) in the external file?
Thanks in advance!