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Community Member

IPCC Enterprise 6.0 and post-agent customer surveys

I want to have a selection of inbound customer calls directed to a survey after the answering agent has dropped the call.

Is it possible for the ICM to detect an agent drop and then redirect the customer to the IPIVR to run a scripted survey?

8 REPLIES
Community Member

Re: IPCC Enterprise 6.0 and post-agent customer surveys

I don't think so, when agent drops call, customer is also dropped.

This can be initiated from agent, such as, before agent drops the call, re-directs the call to a CTI route point, and an IPIVR script.

Wei

Community Member

Re: IPCC Enterprise 6.0 and post-agent customer surveys

I think you can aks the agent to transfer the call to a script and then hangup.

Only thin you hvae to make sure to mark the right call types and it will help your reports

Community Member

Re: IPCC Enterprise 6.0 and post-agent customer surveys

But the agents has to transfer the call manually, right?

Community Member

Re: IPCC Enterprise 6.0 and post-agent customer surveys

Yes thats correct.

p.s: rate the posting if ti helps

Community Member

Re: IPCC Enterprise 6.0 and post-agent customer surveys

Which isn't a good solution at all.

This has got to be automated, I don't want the agents to know whether they are going to be judged or not after a call.

I guess I'll have some CTI development to do.

Thanks anyways

Community Member

Re: IPCC Enterprise 6.0 and post-agent customer surveys

if you are using CAD - did you try with the "drop" event

to attach a action "blind transfer" to a script?

I don't know if the call is first dropped and the action called later or the action called before the call is closed. In the second case you could make it.

Just wanted to know if you tried if using CAD.

Community Member

Re: IPCC Enterprise 6.0 and post-agent customer surveys

No, I'm using CTI OS Agent 6.0

Thanks anyway

Community Member

Re: IPCC Enterprise 6.0 and post-agent customer surveys

CTI dev is probably the best way to go with this. Setup a custom "disconnect" button that actually triggers a call xfer to an IVR.

If you're using IP Telephony, you could also set up a TCL script on the inbound IOS Voice Gateways that transfers the call to an IVR as a second step.

/Jeff

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