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Can ICM Route a call out to PSTN after Agent hangs up

Call comes into CVP, after self serve call routed to ICM and queued to agent. Once agent is done of the call and releases, can we somehow take this call now and send it out to the PSTN

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New Member

Re: Can ICM Route a call out to PSTN after Agent hangs up

If you're using H323, there is a restart to alternate dnis option. You can set this in the voice browser. Basically, when the agent hangs up the call, the call is restarted and sent to the number configured. Check the config and admin guide for 'restart to alternate dnis'.

Hope this helps,

Robb

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New Member

Re: Can ICM Route a call out to PSTN after Agent hangs up

If you're using H323, there is a restart to alternate dnis option. You can set this in the voice browser. Basically, when the agent hangs up the call, the call is restarted and sent to the number configured. Check the config and admin guide for 'restart to alternate dnis'.

Hope this helps,

Robb

Re: Can ICM Route a call out to PSTN after Agent hangs up

What Robb said should be your best bet. The command for cvp voice browser are showsurveydnis and setsurveydnis.

david

New Member

Re: Can ICM Route a call out to PSTN after Agent hangs up

I do believe that this will do it for us.

Thanks for the help!!

Re: Can ICM Route a call out to PSTN after Agent hangs up

You can have agents train to transfer the call to a pre destined number. If you have CTI or some sort of desktop tool then create a button to terminate call but in fact it will transfer the call to a PSTN number.

Good luck.

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