automated transfer from CAD on hangup event

[joshw]

We are trying to force all ICD calls from agents to a customer survey script once the call has been completed by an agent. We want this to be a automated process so the agent has no control over the transfer. Would this be a possible scenario using IPCC express?

[adignan]

No. We have explored this. Once the call is terminated, CM nor the IVR has the ability to pull that call back. It would require a manual process of the agent transferring the call to an IVR script (you could pass the session data from that call for reporting purposes).

andy - berbee

[joshw]

Thanks Andy for the info. I was afraid that would be the answer. I thought macros might do the trick but obviously failed. Do you think it would maybe be possible however to make the CRS server via an application call the original calling party back immediately and play the IVR script after the call was terminated from an agent?