NeilNobles
Technical User
I am in the middle of setting up a call center application on a 400. The customer wants to hae it setup where when the caller goes to the support skillset they enter their customer ID #. When that is entered it then will go to a designated computer along with the dial string that the customer dialed to get to there fianl destination (agent).
From my understanding that is what the purpose of the IVR is, to send that collective data out to a PC with their program on it. That program will then generate a screen pop for the agent that answers the call.
My confusion is exactly how the IVR comes into play, does it actually answer the calls, or is it just something that I can just inject later in the call path if the call goes in that direction.
Also if by any chance anyone out there has a guide to making the setup of the IVR any easier that would be great. I have the tasked based guides for the 400 and the manual for the IVR, but it is a little confusing to me.
Any help would be greatly appreciated!!
From my understanding that is what the purpose of the IVR is, to send that collective data out to a PC with their program on it. That program will then generate a screen pop for the agent that answers the call.
My confusion is exactly how the IVR comes into play, does it actually answer the calls, or is it just something that I can just inject later in the call path if the call goes in that direction.
Also if by any chance anyone out there has a guide to making the setup of the IVR any easier that would be great. I have the tasked based guides for the 400 and the manual for the IVR, but it is a little confusing to me.
Any help would be greatly appreciated!!