Re: Automatic call transfer to Survey

johnmathai · ‎02-20-2006

We need to transfer the call to the survey after the conversation with the agent is over. This should not require the agent to do the call transfer. As soon as the agent disconnects the call should get transferred to the ISN (survey).

We are running ISN, CCM 3.3.3 and ICM 5.0.

Rgds/John

jwolfeld · ‎02-21-2006

Post-call Survey is a feature of CVP 3.1. If you have the CVP 3.1 Configuration and Administration Guide, search for the word "survey".

johnmathai · ‎02-25-2006

Thanks Jeff,

We are currently running ISN 2.1, Is this feature available on this ? Otherwise we will have to plan for the upgrade.

Regds/John

jwolfeld · ‎02-26-2006

John,

No, the feature was introduced in CVP 3.1.

Thanks,

Jeff W.

johnmathai · ‎02-28-2006

Thanks Jeff,

Looks like we did need to upgrade our infrastructure to get the latest features in place.

Regds/John

thomas1 · ‎05-23-2006

Does anyone know how to do this with IVR 3.53 and with or without ICM 7.0? We need to do accomplish the same thing. However, we'd like to give the customer the option to avoid the survey before being transferred to an agent.

sanjeev.thallikar · ‎05-23-2006

You will need to do this custom. Just write a IVR script with prompts. Capture input through menu options/ASR. Write to Database/XML and report from that.