Web Ignite

[Rich Mckevitt]

Hi All,

Is there any way in Web Ignite that I can see what option in my IVR a customer has chosen?

For Example Option 3 Online Deliveries and Option 4 Store Deliveries end at the Same ACD Agent Grp but the agents want to answer the customer differently

For Some reason Greeted Whisper Prompts will not work

I am Running the MiVoice Business Version 8 and using Yoursite Explorer for hosting my IVR

Many thanks

Rich

 

[odiefoxydog]

The easiest way would be to use 2 different queues but with the same agent group. The agent whisper can then be recorded separately for each queue. The tel dir name for the queue would also be presented on the handset too

They can then also easily run reports for each option

Have fun

Jules

 

[Rich Mckevitt]

Hi thanks for this - For some reason we cannot get the agent whisper to work. I have tried adding in the Prompt on the Agent Workflow but it will not work

I have managed to get the queue name to display on the Web Ignite now using a variable which will help

Rich

 

[Billz66]

be careful with the agent language settings on th eemployee , from memory the agent whisper only seemed to work when the agent was szet to us english last time i tried it

If I never did anything I'd never done before , I'd never do anything.....

 

[Rich Mckevitt]

Hi - I have checked that we are set in English on the Employee and still will not play - Its annoying to say the least

 

[Billz66]

i found my notes ( I have only done this with Virtual MIVB)
- create ivr ports as agent greeting
- under site set system to use agent greetings
- check employess recieving whispers are set to US english
- on the queue
- set the agent workflow to perform a DNIS check to identify caller
- each DNIS check has the customer name greeting prompt after it
- this is above the Play agent greeting


If I never did anything I'd never done before , I'd never do anything.....

 

[Rich Mckevitt]

OK - Will give this a go

Cheers

 

[AlphaMann]

Alternatively with Web Ignite on 9.0.1 + you can set a custom variable in each line (choice) of your ivr.
Then just set the send to agent desktop and it should show in the custom attributes, both in web ignite and in elastic.