I've been assigned a task to create a new CSQ IVR and while I have the CCX & CM configured, I need assistance with the scripting piece. I'm no pro but can pretty much find my way around the editor, I'm just needing some pointers.
A little background, this particular CSQ is for support line which has a different support numbers in EU, AP, IN, & NA. The idea is that depending on which support number the customer (caller) calls it lands on the appropriate support agent on that region (if available); otherwise, they have the option to reach an English (NA) support agent or leave a voicemail.
Here's what I'm not sure if possible. Each of the different support numbers will hit a pilot number in my NA CM. How do I go about collecting the forwarding number so I know where the customer is coming from (without prompting them) and direct to the respective agent? Is this possible, if not - what are my options? I was thinking of using "Call Contact Info".
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