Genesys Engage on-premises

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  • 1.  if this Scenario possible

    Posted 07-17-2018 06:28
    HI Experts,

    Just wanted to know if below scenario is even possible.

    Is it possible that for an GMS callback outbound call, when call is connected between agent and customer i can somehow conference in IVR and let IVR be silent till the time agent and customer are on call. And as soon as agent disconnects the call, control is taken over by IVR for survey??

    Thanks
    Ankush


    ------------------------------
    [Ankush] [Khare]
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  • 2.  RE: if this Scenario possible

    Posted 07-17-2018 10:06
    Ankush,

    If you're using SIP Server as your switch, you could just define an after-call-divert-destination and that would take care of your survey without having to keep it conferenced in the whole time.  In point of fact, that's just going to eat your IVR resources without giving you much in return.

    after-call-divert-destination
    Default Value: No default value
    Valid Value: Any valid DN
    Changes Take Effect: Immediately
    Related feature: "Call Divert Destination" on page 121
    Specifies the destination DN where SIP Server will divert the call in cases
    where the caller remains on the line when all other parties have left. For
    example, use this feature to send callers to an after-call survey.
    Note: The after-call-divert-destination option is supported only for
    inbound calls in single-site deployments

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    Ivan Ullmann
    Eventus Solutions Group
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    Original Message


  • 3.  RE: if this Scenario possible

    Posted 07-17-2018 23:37
    Hi Evan,

    Thanks for the response. But if you see the SIP server deployment  guide this feature is only for Inbound calls.

    Note: The after-call-divert-destination option is supported only for
    inbound calls in single-site deployments.

    Feature Limitations
    • This feature is supported only in single-site deployments.
    • This feature is not supported for calls initiated by TMakePredictiveCall
    requests.

    In my case it's a GMS callback call dialed outside to customer from Genesys. Hence this feature doesn't work.

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    [Ankush] [Khare]
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    Original Message


  • 4.  RE: if this Scenario possible

    Posted 07-18-2018 13:39
    Here for the sake of keeping information in one site only ;)
    http://www.sggu.com/smf/index.php/topic,11055.0.html

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    Jorge Cornejo
    VS Telecom LTDA.
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    Original Message


  • 5.  RE: if this Scenario possible

    Posted 10-11-2018 16:33
    You should customize the WDE to achieve this functionality. once the agent hangup event occurs, customize WDE to initiate a blind transfer to a RP/Survey IVR.

    ------------------------------
    Sivakumar Natarajamoorthy,
    Genesys Certified Professional,
    Dubai.
    ------------------------------

    Original Message


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