MightyMrMatt
IS-IT--Management
I have a client that wants to implement a phone survey for customer service, but they do not want the agents to transfer the call to the survey. They want the survey to start post call. Knowing that VM Pro lacks the capability to retain call information after being transferred to the agent, I was inspired by Gunnaro's suggestion in this post:
Have VM Pro call the customer back.
So, here is what I have:
Customer calls in and goes to AA.
AA records customer CallID, CLI, DDI, Date, Time, and Call End Status to a DB table in SQL.
After the call is transferred to the agent, I have a looped DB section that searches the SMDR DB I have set up to find the call info based on the Call ID. Once SMDR is written to the DB, the call has ended and the Call End Status is changed from No to Yes.
AA then uses Assisted Transfer to call the customer back.
AA sends the call to the survey.
Everything is working correctly EXCEPT the Assisted Transfer. It does not seem to call out, though I have tested everything to that point and the phone number is getting assigned to the variable.
Am I missing something?
Have VM Pro call the customer back.
So, here is what I have:
Customer calls in and goes to AA.
AA records customer CallID, CLI, DDI, Date, Time, and Call End Status to a DB table in SQL.
After the call is transferred to the agent, I have a looped DB section that searches the SMDR DB I have set up to find the call info based on the Call ID. Once SMDR is written to the DB, the call has ended and the Call End Status is changed from No to Yes.
AA then uses Assisted Transfer to call the customer back.
AA sends the call to the survey.
Everything is working correctly EXCEPT the Assisted Transfer. It does not seem to call out, though I have tested everything to that point and the phone number is getting assigned to the variable.
Am I missing something?
