Hi,
Does anyone know if this is possible on Webex Contact Center IVR?
Summary of IVR App
Caller A makes a call into IVR.
IVR Answers and asks Calling Party A to enters PIN, if PIN is correct, IVR attempts to make an outbound call to Called Party B.
If Called Party B answers the call they hear an IVR message which asks them "to press any key / or DTMF 1".
If they do so they are then connected to Calling Party A.
If the Call to Called Party B fails or Called Party B answers the call and does NOT press a DTMF tone (e.g. perhaps connected to voicemail) - the IVR hangs up the call (after a timeout) and then attempts to Call the next contact on a list (e.g. Called Party C).
The same process is then repeated for Called Party C as Called Party B.
The Complexity here is that you have IVR on the initial Inbound call leg (to Calling Party A) - this is standard and typical.
but the IVR needs to play out on the outbound call leg (you could call this the warm transfer call leg) to Called Party B / C .
I don't believe this possible with UCCX.
You could on UCCX I believe have a solution similar to UCCX Callback option, where the Caller A after entering a PIN and confirming they want to initial a callback (and confirming their phone number). The Call hangs up and then attempts to call Caller B (or Caller C) and then if they answer and enter DTMF - to THEN reconnect (redirect) to the Callers A phone number.
Any help or guidance appreciated!
Gerry
