Call centre Accept contract announcement

[Billz66]

MiCC 8.1.4.0 with IVR ports
MiVb 8.0 ( latest)
MiCR 9.1 - Trunk side recording

customer has call centre with ACD agents , if they are making a sale they have to get caller to listen to the contract and agree to it( whilst being recorded).
They have asked us if we can create a method that they can use to get this to work without the agent having to read it every time.

Has anyone ever dealt with this kind of announcement before?

I was thinking they could transfer it to an IVr call flow - but it would have to come back and they would have to go on a break so they didnt get another call
that would also confuse the stats for the agent.
Not sure if they can conference in an external message by some method ??


If I never did anything I'd never done before , I'd never do anything.....

 

[kwbMitel]

I know there is a capability to play a pre-announcement if you are using the MiCC Softphone

Other than that? No idea

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Billz66]

Looks like this will do the trick

​

Site has an express so embedded vm and rads wont work

trusted extension 1001 RR to nupoint
Mailbox set as greeting only - greeting recorded with a little bit of silence at the start

agent takes call advises caller that they will hear the announcment , uses add user softkey ( 69series) , presses dss key for 1001 ( allows a labelled key for eeasier trf)
then presses join calls immediately

message plays then nupoint hangs up and agent is back with the caller

If I never did anything I'd never done before , I'd never do anything.....

 

[sarond]

I've just been through this as well.
Still haven't tested thoroughly.

I created a new call flow in IVR based on Hunt Groups with all IVR ports as members.
Then in the call flow I have a different greetings per HG, after the message I just hangup.
I just advise the agent to mute their phone while the caller is listening to the contract.

With my greeting I have actually created them as menus not just a message, this way the agent can start the greeting by dialling 1.
I was also think of other options to stop and disconnect if they want to interrupt the recording. This would involve a nested menu.

 

[Billz66]

how did you get the call in there , i was having issues when trying to conference in the IVR hunt group .
it allowed conference to the port just not to the hunt group

I was going to retest with perhaps some trusted extensions rerouted to the ivr hunt and then use redirect handling as the customer wants 4-5 messages

If I never did anything I'd never done before , I'd never do anything.....

 

[sarond]

What type of hunt group did you create.
Mine is a standard voice HG not RAD. Also inbound call flow on IVR not RAD.

 

[Billz66]

yeah so was mine , but our test server is a bit of a mess , ill set it up from scratch and try again

If I never did anything I'd never done before , I'd never do anything.....

 

[sarond]

Next time I'm on the IVR server I'll double check setup.