how do you conference in the VRU for esignature?

[spourdas]

Let's say an agent is talking to the customer. At some point, the agent needs to play some questions and record the answers through VRU. Now, to minimize manual interventions, it is preferred to do this as automated as possible. What would be involved to write a CTI application to dial out to the VRU and have the VRU somehow conference in to the call between the agent and the customer? The existing technologies are ACD, Aspect, and Nuance. Thanks.

 

[arznrchrd]

Does the agent need to be on the phone while the customer is in IVR(VRU)? If so, 3 party conference to a CCT that connects the call to the IVR. If not, a regular transfer through a CCT (#9 transfer).