polska1979
Technical User
Morning all
Due to call recording requirements I am having to change the way our complaints department utilise the switch.
Currently they all use DDI numbers with basic hunt groups and pick ups etc, these calls are recorded but arent tagged by our Verint I360 as they arent using ACD agent ids. As you can imagine this can be a nightmare should we need to retrieve a call. Another consideration is that the advisers have historically given their DDI numbers out on letters to customers.
I plan to use ARS to direct any calls made to the DDI's to a VDN (for future CMS reporting - not a current requirement)then hit a vector for routing.
Within the vector I want to play an anno to ask the customer to enter the extension number of the agent they wish to speak to.
Once this is done the call will then route to the agent required. Bear in mind that the agent id will be different to the extension number the caller enters.
I need to also consider coverage if the agent isnt available etc.
I thought this would be simple with collect 4 digits after anno etc, but then realised that CM4 only allows digits 0 - 9 in the route to etc if digits collected equals #
can i utilise vector variables in any way to make this work?
Due to call recording requirements I am having to change the way our complaints department utilise the switch.
Currently they all use DDI numbers with basic hunt groups and pick ups etc, these calls are recorded but arent tagged by our Verint I360 as they arent using ACD agent ids. As you can imagine this can be a nightmare should we need to retrieve a call. Another consideration is that the advisers have historically given their DDI numbers out on letters to customers.
I plan to use ARS to direct any calls made to the DDI's to a VDN (for future CMS reporting - not a current requirement)then hit a vector for routing.
Within the vector I want to play an anno to ask the customer to enter the extension number of the agent they wish to speak to.
Once this is done the call will then route to the agent required. Bear in mind that the agent id will be different to the extension number the caller enters.
I need to also consider coverage if the agent isnt available etc.
I thought this would be simple with collect 4 digits after anno etc, but then realised that CM4 only allows digits 0 - 9 in the route to etc if digits collected equals #
can i utilise vector variables in any way to make this work?