This document was generated from CDN thread
Created by: Jin Tiam Loh on 25-11-2013 06:13:06 AM
Hi all,
One requirement i have is the ability for the agent to transfer the call to specific IVR node (i.e. balance, change limit) instead of to the top of the main menu. I'm thinking about the following options
a) Create 1-to-1 mapping of dialled number to call flow containing the specific function. So agent will just need to transfer to specific DN for the caller to perform those functions. Disadvantage will be maintanence when the number of functions is huge.
b) Send ECC back to IVR after agent transfer containing the specific function. So before agent transfer the call back to IVR (single DN), they will modify the a ECC variable say balance and transfer. CVP call flow will use this value to jump to the specific balance function. The concern here is if reporting will be impacted.
c) Others?
Thanks!
-JT-
