UCCE Dialer

[Muhammed Ashiq]

Hi,

We have a requirement that customer data should be visible to agent before dialing (as in preview mode) but the call should be be first answered by IVR then transfer to Same agent upon customer's confirmation (Press *).

Is there any way we can achieve this ?

UCCE system with O/B dialer.

Thanks

[bill.king1]

Hi, in your case why do you want the agents to see the data before dialing?

You can have the IVR be the iniital part of the dialer first like you're asking before presenting caller to the agent, and then present the caller data you want to the agent like a traditional inbound call, is that not sufficient for some business reason?

[Muhammed Ashiq]

The business wants to first display the caller details to the agent whether to make the call or not. upon agent confirmation only call will be initiated and when customer answer , choose agent assistance call should land to the same agent. 

[bill.king1]

Could you use the import rule logic to take the place of the agent deciding whether to call the customer? In what case would it be acceptable from a business rule for the agent to decide not to call the customer?

[Muhammed Ashiq]

Agent need to go through the customer information whether the call should be initiated or not (Need to check if this is a false alert)