Hi
In our outbound option deployement we need to have some variable initalize before the calls was transfer to an agent. So we use the transfer to ivr campaign purpose instead of the agent base. The problem we have a lot of abandon calls, because the calculation of the dialer is not based on agent availabaility be on the IVR ports availabaility.
If we use agent based the call is not routed to any ICM script before the agent, so theres no way I can set some variable before the call hit an agent.
We use an IVR script the get more information about the voice contact. We use the account number to retreive the name, language et other informtation and display them in are customize CTI OS Desktop. We also use those information to link from CTI OS Desktop and are mainframe apps.
Is there a way to do it like it was in transfer to IVR?
