DTMF via DNP to Post Call Survey script

[paulafdx]

We have outbound calls that agents are making to customers.  When the customer agrees to take a short 1 question survey (PCS) the call is routed to a PCS script in UCCE/CVP.  The customer inputs their DTMF score equivalent, but the selection is not accepted on these calls.

We have a Set Node configured with the user.microapp.input_type = "D" before the "Run External Script" node. But the DTMF is still not being accepted. 

The call flow for these calls is basically an outbound call to a DNP. 

Agent makes and outbound call to customer. 

Customer agrees to take 1 question survey

Customer is routed to PCS via a DNP.

They do not come into the UCCE platform like our inbound calls.

However,  the calls to the DNP and the inbound calls are flowing through the same PCS script.  And the inbound calls are successfully accepting the DTMF option.

Any suggestions would be greatly appreciated.

Thank you!

we did add the "input" node with the DTMF reference, but the system is still NOT accepting the CED from the customer.

We are not sure why, other than the fact that these calls are coming in to our IPCC(UCCE) platform differently, that the DTMF is not being accepted.

But, these calls are being routed to the exact same script, and flowing down the same path that our US English callers are receiving.

[geoff]

You can test this independently of a transfer can't you?

From CAD, just call the DNP. Does DTMF work? Are you calling from an IP phone login? Are you calling from a Mobile Agent login? Does one work and not the other?

Regards,

Geoff

[paulafdx]

Ok, so yes the DTMF is accepted when the DNP is dialed directly without having the customer on the line.  (that is not dialing a customer/outbound number first), then transferring the customer via the DNP.  Make sense?  Testing is done via CAD on an IP phone on a Brick & Mortar PG.    So dialing the DNP directly works.  Rep dialing a customer, hitting transfer, dialing the DNP, hitting transfer again to release the customer to the PCS (script) - this does not work and the DTMF is not accepted in this scenario. 

[paulafdx]

Re: DTMF via DNP to Post Call Survey script

 

 

Ok, so yes the DTMF is accepted when the DNP is dialed directly without having the customer on the line.  (that is not dialing a customer/outbound number first), then transferring the customer via the DNP.  Make sense?  Testing is done via CAD on an IP phone on a Brick & Mortar PG.    So dialing the DNP directly works.  Rep dialing a customer, hitting transfer, dialing the DNP, hitting transfer again to release the customer to the PCS (script) - this does not work and the DTMF is not accepted in this scenario.

[paulafdx]

Ok, so yes the DTMF is accepted when the DNP is dialed directly without having the customer on the line.  (that is not dialing a customer/outbound number first), then transferring the customer via the DNP.  Make sense?  Testing is done via CAD on an IP phone on a Brick & Mortar PG.    So dialing the DNP directly works.  Rep dialing a customer, hitting transfer, dialing the DNP, hitting transfer again to release the customer to the PCS (script) - this does not work and the DTMF is not accepted in this scenario.