UCCX transfer call to a validation system, then return the call to uccx
Hi all how are you!, please i need some help and tips for an implementation that I have never done it before;
the client calls in into a script and is being redirected to an agent(CSQ). then agent talks to the client and redirect (via transfer manually) the client to another system IVR (3rd party) where the client need to authenticate himself. once the client is authenticated, i need to send back the call from the authentication IVR (3rd party) to the same agent who transferred the client into the authentication IVR (3rd party). is this feasible??? how can i preserve the agentID or the call from one script to another knowing that the calls was transferred from the agent and how can i route the call from the IVR (3rd party) system back to the agent how transferred the client??
There's a solution for temporary IVR handoff here that was originally built for CVP. The CCX version is intended for use with a CCX IVR script but could work with third party IVR's if they're capable of making an outgoing call back to the original ingress gateway. The approach allows the agent to make a consult call to the authentication IVR but it's the caller that gets to interact with it. The agent's call legs stay active and the caller's voice path is reconnected once the IVR operation has finished. This avoids the call mess of transferring the caller and getting them back again.
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