UCCE scripting question

[rickyyuen]

1. May I know whether UCCE can play the staff ID before transferring to the staff?

2. To do post call survey, is it a must to use CVP?

[Marek (gaman-gt.com)]

Hey @rickyyuen 

1. To achieve this, you may use Agent Greeting functionality. There are limitations. Please go to this link where you will find all the details.
2. If you want to use out-off-the-box functionality than you need to use CVP as there is no other option. You may also build a custom feature but you will need to build all from the scratch (build a custom gadget for Finesse to transfer the call to IVR - ex. llink, build DB to store the details of the survey, build your own reporting).