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Home > Forums > Wiring Closet > Telephony > Cisco: Intelligent Contact Management (ICM) Forum

Post-Call Survey

Read More Threads Like This One

fesman (TechnicalUser)

9 Mar 05 14:49

These are my thoughts on this issue so far, I believe I am going in the wrong direction and I'm wondering how other companies complete these transactions:

I am trying to figure out how to build a post-call survey system. We have a Definity G3R V11, IVR system driven by Cisco ISN/ICM, and we have a custom Cisco CTI client.

What I would like to do is be able to prompt and flag a call while still in our IVR system for the survey, transfer the call out of the IVR location to one of our call centers, and once the agent/customer portion of the call is complete return to the IVR for the survey.

Our IVRs transfer out to CCC via Post Route Translation Routing. ACD routing is VDN to Vector to Hunt Group; our agents are not allowed to release calls and should not know about the caller's participation.

The problem I have been unable to figure out is how to get the call out of the switch back up into the IVR for additional processing and how to connect the call back to the agent login ID for reporting purposes.

I had thought about an additional *8 transfer back up to the IVR, but the associates do not release the calls (at least they are not supposed to) to allow me to take back vectoring control of the call and send the dtmf digits, and even if I could get to this step I would not be able to report on the survey results at the agent login ID level.

Thanks for your help!

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