Auto Redirect to Survey App

[Moebius01]

This is one I've been playing with for a while, but I figured I'd throw it up and see if anyone has any thoughts.

We've been asked to do a rather simple phone survey using the switch (8.3) and Contact Server. Basically, the customer will be prompted at the beginning of the call to participate in the survey after their call. (1 for yes, 2 for no kind of thing)

Can anyone think of a way to automatically send them to the survey cct once the calls complete? We're planning on just displaying a message at Cut-Through to the agent that customer wishes to take the survey. Then the agent would just transfer instead of releasing the call. The other option would be having agents transfer all calls, and just look for the answer to the variable and either release or send them to the survey.

However, we'd like to take the action out of the agents' hands to avoid 1)mistakes and 2)agent with bad call hanging up instead of transferring to survey. In the case, the survey is marketing and not on agent performance, but the agents don't know that.

Can anyone think of a way (aside from soft phone which isn't implemented) to achieve this?

 

[databit]

Develop a Softphone app that the agents use to disconnect calls. Have it log the each call to a database with the agents extesion, callID, and a true false field. When the call initially connects write the CallID, Extension and a FALSE in the table. At the end of the call have it write a TRUE to the field if it was disconnected using the softphone app. This will allow you to report on weather or not they are using the softphone x% of the time.