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Capability of call center user barge-in to an active IVR call

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Created by: Sethuramalingam Balasubramanian on 02-02-2012 05:00:18 AM
ICM 8.5
CVP 8.5 - DTMF Self Service application
CUCM 8.5
 
One of our telecom customer wanted to know whether we can arrive at a solution where we can let the operational users to barge into the IVR and listen to the customer interacting with the IVR.
 
1) Active Call in the CVP IVR (agent / supervisor wanted to barge-in)
2) Post completion of CVP Self Service IVR, after agent transfer and then conference with IVR (agent / supervisor wanted to barge-in)
 
In essence for both incoming active call and also as part of conference active call too.
 
Thanks!
-Sethu

Subject: RE: Capability of call center user barge-in to an active IVR call
Replied by: Hemal Mehta on 02-02-2012 08:58:29 AM
ICM 8.5
CVP 8.5 - DTMF Self Service application
CUCM 8.5
 
One of our telecom customer wanted to know whether we can arrive at a solution where we can let the operational users to barge into the IVR and listen to the customer interacting with the IVR.
 
1) Active Call in the CVP IVR (agent / supervisor wanted to barge-in)
2) Post completion of CVP Self Service IVR, after agent transfer and then conference with IVR (agent / supervisor wanted to barge-in)
 
In essence for both incoming active call and also as part of conference active call too.
 
Thanks!
-Sethu

 
There is no ready solution for you to barge into IVR before even being connected to an agent. Not saying that you cannot develop one.  I have used ccxml in the past to achieve similar functionality. Now Cisco does not support this, however at this point I am not aware of a way to do this in current Cisco solution.
After being connected to an agent, you can of course achieve it using Cisco supervisor desktop.  The supervisor can barge into the agent call with customer.
 
Hemal
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