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Community Member

Automatic call transfer to Survey

We need to transfer the call to the survey after the conversation with the agent is over. This should not require the agent to do the call transfer. As soon as the agent disconnects the call should get transferred to the ISN (survey).

We are running ISN, CCM 3.3.3 and ICM 5.0.

Rgds/John

6 REPLIES
Cisco Employee

Re: Automatic call transfer to Survey

Post-call Survey is a feature of CVP 3.1. If you have the CVP 3.1 Configuration and Administration Guide, search for the word "survey".

Community Member

Re: Automatic call transfer to Survey

Thanks Jeff,

We are currently running ISN 2.1, Is this feature available on this ? Otherwise we will have to plan for the upgrade.

Regds/John

Cisco Employee

Re: Automatic call transfer to Survey

John,

No, the feature was introduced in CVP 3.1.

Thanks,

Jeff W.

Community Member

Re: Automatic call transfer to Survey

Thanks Jeff,

Looks like we did need to upgrade our infrastructure to get the latest features in place.

Regds/John

Community Member

Re: Automatic call transfer to Survey

Does anyone know how to do this with IVR 3.53 and with or without ICM 7.0? We need to do accomplish the same thing. However, we'd like to give the customer the option to avoid the survey before being transferred to an agent.

Re: Automatic call transfer to Survey

You will need to do this custom. Just write a IVR script with prompts. Capture input through menu options/ASR. Write to Database/XML and report from that.

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