12-19-2013 11:52 AM - edited 03-14-2019 12:54 PM
Hi,
I am planning to use BLIND CONFERENCE feature in CAD. Basically customer requirement is to play a pre-recorded message to the customer after agent has answered the call. Here is what I am planning to do-
Expected Result-
How does this approach sound? Has anyone done like this before?
Thanks,
Piyush
12-21-2013 08:20 PM
My initial reaction would be to suggest you play the prompt in the AEF script before connecting the call to an agent. For one thing this takes a lot of DSPs to do at any scale not to mention the large amount of call signaling required to setup and teardown the conference bridge. You'll also hear the join/leave tone by the ad-hoc conference bridge though I believe there is either a service parameter or a an IOS command to suppress it.
Yes, it's possible though.
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12-22-2013 12:54 PM
Hi Jonathon,
Appreciate your reply and recommendation. I initially thought of playing the announcement in AEF script only, however the call flow situation is tricky in this case.
Customer A - German
There are two set of agents and they both have "German Skills", where one agent speaks only english and other one German.
When customer A calls up and expects a German speaking agent, what happens is, an english speaking agent answers the call. Now what this agent will do, answer the call and greet customer in english, which customer most likely cant understand. CAD displays that this agent is German customer.Then english agent brings "Translator person" in the conference to facilitate the conversation and three people (English Agent, Translator & Customer) talk together. In the end, this turns out to be a bad customer experience because customer is kept on hold while agent conferences the translator and customer has no idea whats happening with the call in the background.
In this case, if I add an anoouncement in AEF, then if German customer is answered by German Agent...he will also hear this prompt which he is not supposed to hear.
Hope this piece of information will help to figure out a most viable solution.
Thanks
12-24-2013 07:33 PM
Here's how I would solve this:
The risk to this approach is that the first agent doesn't actually answer the call (i.e. offer vs. handled). If that happens, there two potential issues that you would need to plan for:
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12-27-2013 09:12 AM
Thanks Jonathon, this certainly helps. Though I will try creating an XML file and using X path query for finding the result, however it will be really great if you can share an example of this logic (AEF script, calling XML from that script etc).
Plus this will also be a manual process of adding agents whenever any new agent comes on board or removal of an agent occurs. Not sure, if this sounds a good idea from operational management perspective.
About extra credit, the suggested approach will not be a desirable solution because translator line is not a direct line because it goes through a IVR/MENU selection which you dont want a customer to hear all that. Additionally once translator comes on line with agent, agent first talks to the translator briefly before they bring customer in the conference.
Thank you very much, hope to hear from you. Happy Holidays !
PV
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