VDN Return Designation Question

[ineedinfo]

I am using Etalk for surveys to the customer. I have a toll free number coming into a vdn with the return designation vdn to etalk. The call then route to an IVR then agent. At the end of the call the agent release and the call returns to the vdn for etalk. No problems there.

Same scenario however through customer information while in the 1st IVR the call is then transferred out to a VDN with a second return designation for a different type of customer and a different survey to a 2nd IVR then agent. The agent release the call however customer goes all the way back up to the 1st return designation VDN for that survey. We want it to go to the second return designation. Is this possible. If you need more information please let me know. Thank you in advance for any information you can provide.

 

[SF0751]

This is just a guess, but I would start by setting "allow VDN override" on the 1st VDN to "yes" and on the 2nd VDN to "no".

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[ineedinfo]

Thank you for the information. When attempting to do this the call drops without returning to any of the surveys. We tried all different combination with Allow VDN override and either the call will go back to the first or it will drop the call.

Thank you again, please keep the suggestions coming.

 

[GWB1]

We just implemented the Etalk survey application using mode2 with return destination and are having the same issue with call transfers. The survey always goes back to the first VDN.
Did you find a solution to correct this?

 

[ineedinfo]

Hello, No and we worked with Avaya and they still could not get it to work. So here was the solution we did, using CTI, we took the Return Dest VDN from the original VDN and based on the information being passed CTI routes the call to the correct VDN E-talk is looking for for the correct survey to initiate.