i would like to know if it's possible to detect an agent hang up event using either CTI or CTIOS servers. the goal of this is to transfer the caller to an evaluation IVR menu after the phone conversation with agent ends.
thanks in advance,
So, yes and no. The right way to do it, assuming H.323, is to use route to alternate dnis, if you're using SIP, you will have to wait until CVP 8 for this functionality (if I remember correctly). The other way we've done it is to used a customized desktop with a customized Release button which doesn't release the call, but does a blind transfer to a post call survey.
Can h323 alternate DNIS be used in case of a normal agent disconnect? in cvp configuration guide it is mentioned that it is used for abnormal call disconnects.
thanks for your feedback,
There's your huckleberry! The command will try to route the call any time the called party disconnects, regardless of it being normal or not. Perhaps if you only want it to be in a "normal" situation, the customized desktop will be your better alternative.