Customer Survey After the Call 1

[hartmj]

Is anyone doing a customer survey after the call is over? If so, how are you getting the call to the survey after the agent hangs up? I know of no way to send the call somewhere else once the agent hangs up other than to use a converse-on step to send the call to the agent so the call stays in the vector, and then send it on to the survey??

Also, does anyone know if you can have the PBX send information about which agent took the call to a server without using an ASAI link?

Thanks in advance for any help you can provide!

Josh

 

[wildcard100001]

On the survey after the call is over question.... On the inbound VDN, on the second page a field called "Return Destination". Enter a VDN of where you want the call to go once the agent hangs up... route via vector from there. Cloud based carrier services can also do this depending on the services you subscribe to.

On the other question... I don't think you can. Perhaps some extreme custom CDR application as the CDR port captures the trunk to station CDR record.

Thanks,

Wildcard

 

[hartmj]

Thanks Wildcard. I tried this and it didn't work. Does the VDN need to have a certain COR that allows this? The Avaya documentation for Return Destination says this:

Enter the VDN extension number to which an incoming
trunk call will be routed if it returns to vector processing
after the agent drops the call.

Can I somehow force the call back to the vector for processing when the agent drops the call?

Thanks again,

Josh

 

[wildcard100001]

The COR would need to allow permissions from the original VDN COR or the last VDN with VDN override enabled. So yes, check the permissions along the whole path of the call.

Does the return destination VDN work? What happens if you dial it directly? Trace it...

If you haven't already make some test calls and trace them as well.

Thanks,

Wildcard

 

[hartmj]

I set up test VDN 5005 and added VDN 5006 as the return destination VDN and verified 5006 does work correctly when dialed. VDN 5005 queues the call to test skill 999 I set up and I logged in an agent ID on my phone with that skill assigned and went available. When I make a test call from another phone, my phone rings since I have the agent ID logged in. I answer the call, then hit the release button and the call does not get sent to VDN 5006 like it should. It just hangs up like it normally would. It only flows through 1 VDN (5005), so I shouldn't even need to worry about VDN override at this point. Am I missing anything? Thanks for your help!

Josh

 

[wildcard100001]

Check to see if you have it enabled... in:

display system-parameters customer-options

Look in the call center optional features section, page 6 or 7 depending on your PBX version.

Thanks,

Wildcard

 

[hartmj]

It is enabled if this is the only option that needs to be turned on:

VDN Return Destination? y

Thanks,
Josh

 

[nohuhu]

hartmj,

a quotation from the manual: "The VDN Return Destination feature allows an incoming trunk call to be placed back in vector processing after all parties, except the originator, drop." try a trunk call, it may be a literal statement...

 

[hartmj]

Thanks Dwalin. I got this to work. I had tried calling from outside the PBX, but had used a cell phone that was set up with EC500, so the PBX saw it as an internal call instead of an external call. I realized this morning and tried with a different cell phone and it worked great. Thanks to Wildcard as well!

Josh

 

[wildcard100001]

hartmj, Very cool, glad you got it working.

Dwalin, I was thinkinig the same thing....

Thanks,

Wildcard

 

[nohuhu]

hartmj,

well, now we should all know for sure that vdn return works only for incoming trunk calls and not for internal calls.
by the way, there's a specialized application for collecting customer surveys, it's called nice feedback. just in case you don't want to develop it yourself...