Hi Paul,
Business Unit has made the decision that all calls will come into 1 Inbound Queue and does not want the call transferred to Spanish queue unless there is an agent available to take the call.
So i currently have an IVR profile that does the check and lets the agent know if there are any Spanish agents available and if there is will connect the 2 agents together for a consult transfer. if no agents are available the agents will hear a message at which time they will go back to the caller let them know no Spanish agents available and ask if they want to continue in English.
They are now saying these calls are too time consuming and bad customer service as we are trying to communicate in english when the caller speaks very little. So they have asked if there is anything else we can do to provide better customer service and speed up the call flow.
My first though was to do this in the IVR, but i saw no way to get that call back to the original agent if they decide they want to proceed in English. The other problem i ran into is Flow-Outs, if we do transfer that call to the IVR profile, in the Inbound Queue will show flow-outs and if the caller decides to call back later, we do not show where that call was flown out too. We are obligated to show where all flow-out calls go.
Because of this i thought a Custom Button would be a good approach. Much Like a Secure Input where the agent presses a button and it sends them to a handler that plays a message and collects data and then has the call go back to the agent if they decide they want to continue. The problem is we do not use Secure Input and do not have the option to enable it so i am trying to build a handler to mimic it. Thought this is proving to be more difficult then i original thought.....
Thank you,
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Scott Williams
Missouri Higher Education Loan Authority
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Original Message:
Sent: 12-07-2018 13:28
From: Paul Simpson
Subject: Custom handler Play audio issue.
OK, dumb question (from me) time.....
Why are you not prompting the caller in the IVR to determine the need for a Spanish-speaking agent and doing all your logic "up front" in Attendant?
Just curious!
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 12-06-2018 14:02
From: Scott Williams
Subject: Custom handler Play audio issue.
I have build a custom handler that is initiated by a button that an agent press, should a borrower request to speak to a Spanish speaking agent. This handler checks the Spanish Workgroup Queue and if there is an available agent, transfers the call. If there are no agents available it plays a message asking if they want to try again later or press 1 to return to the agent they were speaking with.
The transfer portion of the handler is working great. If there is agent available the call gets transfer without issue. My problem is if there is no agent available i am unable to get the message to play or collect the digits from the call to route back to the agent.
The flow is as follows:
button pressed
Call Placed on Hold
Queue static's pulled
Available agent condition check
If no agents available I am using the Play audio file step followed by the Get Key function. Neither of them work and i think this is because i have the call on hold, but i can't seem to find another function that will put the call on hold on the agents Queue to play that message and if they press 1 take the call off hold. If they don't press anything i have it timeout to hang up, which works as that is what is happening currently.
Any pointers or assistance would be greatly appreciated, we are running 2018 R3 Patch 4
#Handlers
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Scott Williams
Missouri Higher Education Loan Authority
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