Systems: 3.0, CCMS 6.0, Intervoice brite IVR, Dialect CTI,
In my setup calls are front-ended by CC 6.0 and send to IVR. Calls leave IVR and go back into Symposium to skillset queues. I am setting up a survey where I need to transfer the call back into IVR via a CDN and have the call center agent input agent id before the call is release back into the IVR. However once the agent release the call the customer loops back to the begin of the application and the system is asking for an agent id, which the customer has no clue about. Has anyone run into any thing like this an found a solution?
In my setup calls are front-ended by CC 6.0 and send to IVR. Calls leave IVR and go back into Symposium to skillset queues. I am setting up a survey where I need to transfer the call back into IVR via a CDN and have the call center agent input agent id before the call is release back into the IVR. However once the agent release the call the customer loops back to the begin of the application and the system is asking for an agent id, which the customer has no clue about. Has anyone run into any thing like this an found a solution?