I have a need , where agents after getting the call delivered to them need to send the caller to IVR for verification. Once authenticated/verified ( either fail or pass) the call should be routed to same agent.
Any Idea how this will be implemented.
I am using UCCE 9 with CVP 9 with comprehensive call mode. The Agents are using custom built CTI OS application.(not CAD).
Here's what I'm seeing from this:
There are some interesting questions though:
A potential alternative would be some custom development in CVP or the gateway, where you would instead have the agent conference into the IVR, and the agent would be put on hold while the caller finishes the IVR. I remember seeing something about that in a CVP tips & tricks Cisco Live presentation from a year or so ago.
ivr may be only two prompts ; asking for a/c number and pin. I want the call to arrive at same agent who will be waiting for customer to change his pin. I was thinking;
1. create a custom button in CTI OS client; to transfer the call to IVR and put the agent in reserved state.
2. it should populate the agent ID in one of the PVs
3. Call goes to CVP and retruned with result.
4. use Agent node to send the call to same agent.
not sure what are the other things I may have to look into.
I've never seen this done, but I would change up your steps a bit and I doubt this would be supported by TAC.
- When call arrives attach the agent ID and RCK to call data.
- Have agent transfer the call into IVR.
- Desktop goes into a special state (waiting) where the desktop polls the TDC for that call to see when it will sit in the queue to agent node and to see if the call is still in the IVR. Once the call is ready or if the call is gone, the agent will go back to ready.
- If the call was sitting in a queue to agent node, it should have the highest priority possible to ensure it is delivered to this agent.
It sounds like you've got it figured out pretty well. The custom button in CTI OS will be very useful. Just a few details I would watch:
The reporting side of this seems to be the biggest can of worms... If you're watching things like AHT, ASA, and so on, those will be potentially skewed by this.