Mark,
I was troubleshooting a recording issue in connection with a custom handler developed by someone else.
For the secure intake of credit card information, the agent clicks a button in an application to transfer the customer to an IVR where they enter their credit card number. After the number is entered or upon the press of the Escape key, the handler transfers the customer back to the same agent.
All calls are recorded. The first leg of the credit card payment calls was being recorded as expected. However, the second leg of the call following the transfer from the secure IVR back to the agent (placed on the user queue) was not recording. A Blind Transfer step was being used to transfer the call from the IVR back to the agent, so to test, I replaced it with the Blind IVR Transfer tool. That resolved the issue but I wanted to better understand the key differences in the actions performed by the two tools.
Thanks,
Steve
------------------------------
Steve Hairston
CarMax Business Services
------------------------------
Original Message:
Sent: 02-20-2019 11:27
From: Mark Tatera
Subject: Handler Blind IVR Transfer Tool
Steve,
The Blind IVR Transfer tool step must be new as I don'r remember seeing this tool. Can I ask what you are trying to accomplish? It looks like Blind IVR Transfer is supposed to be used for transferring calls to IVR profiles where you can use blind transfer or extended blind transfer to blind transfer anywhere. Looking at dependencies this tool step is used when the client button for attendant transfer is invoked or within attendant itself.
Thanks,
------------------------------
Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
Original Message:
Sent: 02-19-2019 14:20
From: Steve Hairston
Subject: Handler Blind IVR Transfer Tool
Thanks for the feedback, Avi!
Does the "Update segment option" essentially mean that all of the information from the first leg of the call is passed to the second leg?
------------------------------
Steve Hairston
CarMax Business Services
Original Message:
Sent: 02-19-2019 01:54
From: Avraham (Avi) Rozen
Subject: Handler Blind IVR Transfer Tool
The basic one (Blind Transfer tool) does not have "Update segment option"
There is another tool which is more advanced called "Extended blind transfer" - its better using this tool
We usualley use "Extended blind transfer"-works great
------------------------------
Avraham (Avi) Rozen
Harel
Original Message:
Sent: 02-18-2019 16:01
From: Steve Hairston
Subject: Handler Blind IVR Transfer Tool
Does anyone know how the Blind IVR Transfer tool differs from the Blind Transfer tool? I'm looking specifically to gain more insight on how the Blind IVR Transfer tool works and its benefits but the Interaction Designer Help page appears to be the same for both tools.
Thanks.
#Handlers
#Routing(ACD/IVR)
#Telephony
------------------------------
Steve Hairston
------------------------------