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  • 1.  Agent notification

    Posted 06-18-2021 16:44
      |   view attached
    I'm looking to let an agent know from what point in our IVR the call is being transferred to the ACD.  More specifically I have an English/Spanish IVR and I want to let the agent know if the caller coming in passed through the english version in the transfer to ACD or in the Spanish version.  In my implementation there are two different handoffs one for english in one set of english IVR menu options and a different one for the Spanish version of the IVR.  I've added a screen shot of the Spanish handoff to the ACD.  Any suggestions on how I can pass something along or in some way alert the agent as the to source that would be great.
    #Routing(ACD/IVR)

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    David Holeman
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