IVR noob question

[MrCSharp]

When I "GIVE IVR XXXX WITH TREATMENT XXXX" how do I get the result of the IVR?
It points to a MM port and plays a Voice Menu. How do I know in Symposium what happened with it?
What I want to do is give them option press 1 or 2 and if they press 1 transfer them somewhere else/ if they press 2 Queue them to the skill set.
I am I even doing this the right way?

 

[Magpye]

Sounds like you've got the gist of it.
Setup your MM mailbox with the two options, with option 1 being your transfer number and option 2 the hunt group number.

Symposium will keep tabs on the call, and will capture the call again when MM hands it back.




Good judgement comes from experience, which usually comes from bad judgement..

 

[MrCSharp]

Thats for the reply, maybe i am missing something here but how do i get MM to hand it back without restarting the call?

right now the call comes in on a DID which goes to a CDN, then it gives the IVR if they hit 2 I have to transfer it to another CDN which assigns the skillset and executes my general queuing script. I think it should be done in one script no? seems kinda silly to do it this way. If I do it in one script i just get stuck in this endless IVR...

thanks for your help.

 

[Magpye]

Yep, you can have that all in one script.

/* CDN 8855 */

GIVE RINGBACK

WAIT 2

GIVE IVR XXXX WITH TREATMENT XXXX

WAIT 2

QUEUE TO SKILLSET XXXX


In the second option of the MM box, put in the first CDN -8855 in this example.
When Symposium hands the call to MM, it keeps an eye out for that call again -each call has a unique CallID.
When Symposium sees it being handed back by MM, via option 2, it simply takes up the script where it left off, and queues to Skillset xxxx

Thats a very basic explaination, and probably not the most accurate, but should help illustrate the call flow.

Good judgement comes from experience, which usually comes from bad judgement..