can i conference in a CDN?

[myuserid7]

Hi all,

My agents need to play a declaration to clients during skillset calls and have them accept it (voice recorded) and i had the idea that perhaps we could conference in an acquired cdn that has a symposium script simply playing the declaration then disconnecting.

something like:::

OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT declaration_ann
END VOICE SESSION
DISCONNECT

....however when attempting to conference, the cdn picks up for me, but on my handset i cant connect the two calls (yes conference works on other lines).

is there something im missing? or does anyone know a better way to perform this same function?

thanks heaps in advance.
mw

 

[monkeybarfan]

So, let's understand what you are trying to do...

1. Agent answers call
2. During the call, the agent needs to play a message to caller
3. Call needs to continue as normal

That it? Or does the caller have to press a digit to continue the call?

 

[myuserid7]

Thats right,
1. agent answers call
2. collects customer info
3. (at the moment) reads declaration message to customer
4. continues call

step 3 needs to be replaced by my proposed solution... or something similar, as many agents skip important sections when reading the declaration and customers have complained and claimed comphensation in past.

 

[sandyml]

I believe the problem may be that the open voice session is already a conferenced call.

 

[myuserid7]

ahhhh ok, so any ideas of how we might accomplish this?

 

[mte0910]

Why not just play your announcement before queueing to the agent, with a collect digit? If the caller accepts, then queue to the agent, else play message and disconnect.

 

[captaingadget]

I agree with mte0910 this is probably the only way it is going to work. Using a symposium controlled CDN to deliver a mid call message simply will not work as you require.

However, try creating a message on a RAN device that is not symposium controlled, on a MIRAN port or Call Pilot for example. I believe that you would be able to conference this in successfuly.