Post call transfer 1

[MaximusBrian]

Hey guys,

I am looking to see how I could have a call transferred after the called to person disconnects.

Scenario:

customer calls in, goes to a module (asks if you wish to participate in a survey press 1 if not 2) which is directed by a test condition.

when 1 is pressed, goes to a HG, then once the agent disconnects, it will transfer to a campaign. (campaign mgr running on w2k8r2)

this is the part im stuck at.

in AA, ive created a module which goes to a menu (opt 1-6) which directs them to the appropriate HG. Ive tried to pllay around with the disconnect but its not flowing as intended.

 

[holdmusic34]

Could read, once agent is ready to disconnect the call, the agent transfers to a short code which calls the campaign.

Here's a witty rejoinder for you.

 

[IPGuru]

Has anyone in the known history of the universe ever actuality selected an option of this nature when it has been presented?

I guess there must be some that do, but seriously is it actually worth the effort, personally I find it just increases my frustration at the unnecessarily complicated AA that has invariably be set up in these cases preventing me form reaching a person to deal with me.


Keep AA's simple, present the minimum of options, & always have a Timeout route to a human being.

& if you think I would call back if I get disconnected after a "Im Sorry we are all busy at present please call back later" you are sadly mistaken

Sorry just seemed like a place where I could make a generic rant about poorly though out AA options, I have no Idea if any of this aplys in this particular case.





Do things on the cheap & it will cost you dear

 

[MaximusBrian]

thank you for the suggestion.

One issue is that it has to be an anonymous survey. the agent shouldn't know that they are going to be rated after the call.

in vmpro, is it possible that after a call gets transferred to a group, that there is a listener or something that after the agent disconnects, that it could go to a menu or such?

 

[derfloh]

As long as the two parties talk VMPro is not involved in that call. So I don't think that you can do that.

 

[Gunnaro]

I see only one way to get this working how you want it.
Use database and make VMPro call the candidates back after hanging up with the agent. It's going to take a lot of fancy programming

(Like Derfloh says, when the call is answered, it's not in contact with VMPro anymore and will not follow any flows remaining)

Kind regards

Gunnar
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B.U.B.F

 

[MaximusBrian]

Hi IPGuru, I can understand where you're coming from. as a customer calling in, you want to get done with that call i the shortest amount of time. but this is a requirement tasked to me so I have to figure something out.

derfloh & gunnaro, thank you for that confirmation.

I had another idea to hopefully accomplish this, please let me know your thoughts.

when a call comes in and a customer presses "1" to take the survey, on the inbound agent phone (9504) display a keyword (something ambiguous like a system type word) so that they would know to press a soft button which would effectively handle the transfer to the vmpro module for the post call survey (a campaign).

 

[Gunnaro]

That's what Holdmusic suggested (kind of), and is the way most do it.

Kind regards

Gunnar
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B.U.B.F

 

[derfloh]

Put the target on a phone button and enter the 'Enable_OTT' source number for the users.

 

[MaximusBrian]

hi gunnaro,

question, i just got the flow up and its working pretty well during testing. one thing now is once the call comes in (i tagged it with "testing") and when i push the transfer then push the soft button, it immediately starts to play the vmpro module before hitting the complete button. im guessing maybe add some dead air so the cust svc rep wont know its a survey?

Hi derfloh,

i haven't used the one touch before, where in manager to enable it?

 

[MaximusBrian]

i followed this guide

http://www.tek-tips.com/viewthread.cfm?qid=1611384

but when i go to test, and push the button, i still have to press complete. any ideas?

 

[derfloh]

For the transferring user create a source number

Enable_OTT

Create a button that will dial into the campaign.

That way you don't have to press transfer, dial a short code, and finish transfer by hanging up or press the softkey. You only have to press the feature key and hang up.

To avoid that the campaign starts before the caller is transferred you can add some seconds of silence at the start of the campaign.

 

[Gunnaro]

Campaign sucks, us a DB if you are licensed for it, much easier to handle the data in an Excel sheet.

Kind regards

Gunnar
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B.U.B.F

 

[MaximusBrian]

derfloh,

under a test user, i added that as a source number. then under the test user's button programming i selected position 4 (bottom right on 9504 display) with a dial and extn of phantom user which has a fwd unconditional to the SC which points to the vmpro module.

gunnaro,

any more info on the DB? im open to suggestions. system has preferred edition. I posted a thread a while back as i found one of your old posts and started a new one seeking some help

http://www.tek-tips.com/viewthread.cfm?qid=1762501

 

[Gunnaro]

Sure Brian, I saw you picked up a few of my suggestions from way back in 2015...And this is your lucky day
I made a complete setup, fully working out of the box. You can find it here: thread940-1763202

Kind regards

Gunnar
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B.U.B.F

 

[MaximusBrian]

hi gunnaro, TIA! I will definitely give it a shot. i know you mentioned using ms access, for testing purposes may i use excel?

 

[Gunnaro]

Never tried Excel, not sure if that would even work. Lots of free DB programs out there, if you don't have MS Access

Kind regards

Gunnar
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B.U.B.F

 

[MightyMrMatt]

Use database and make VMPro call the candidates back after hanging up with the agent. It's going to take a lot of fancy programming

Hey Gunnaro, I was inspired by your comment here and I have set up something similar. Can you check out my thread here?

http://www.tek-tips.com/viewthread.cfm?qid=1769773

 

[Gunnaro]

You need something to trigger the callback, and that's where the IPO falls short.
You could have an alarm running every minute, but that's would be exhausting to program and really silly.

Easier to train the human agent to look for a tag on the incoming call and transfer to (or trigger) a survey at the end.

Kind regards

Gunnar
_______
B.U.B.F

 

[amriddle01]

We must go through this same routine twice a year, this and the can I stop one set of extns calling another, it goes on for many replies and always ends in the same answer