CVP 8.5 - Post Call Survey (PCS) with Redirect No Answer (RNA)

[Nathan Luk]

Hey guys,

I've been mucking around with getting Post Call Survey  in CVP 8.5 and I got it working so if a call is answered by an agent  and they hang up it transfers the caller to the survey correctly but it  appears it does not play nice with Redirect No Answer? When a call  redirects it seems to automatically trigger the post call survey and the  call is no longer queued. If I turn off Post Call Survey the call flow  the call RNA's fine and the caller stays in the queue.

Anyone done anything tricky to get this working? Am I missing something?

Cheers,

Nathan

[Senthil Kumar Sankar · Accepted solution]

Hello Nathan,

Can you try using Router Requery feature, so that ICM can try reaching another Agent.

There was defect in CVP 8.0, Have a look at the defect CSCtk96808

Regards,

Senthil

[Nathan Luk]

Hi Senthil,

I was using Router Requery but it was in a lab environment with just the base CVP 8.5.1 install with no patches applied so I think the ES should resolve it. Thanks!

Cheers,

Nathan