Hi All,
Have the following request from one of our customers:
Call is received on one of the IVRs from the PSTN,.
The caller is identified by its National Document ID which is asked to him in the IVR.
The callerID phone number, the Called Number and the National Document ID is displayed on the Agent's Script while receiving the call routed to a specific Queue.
No problems till now, as this is working and it is a basic use case.
Next: request from the customer...
Depending on the call, the agent who answered the incoming call, needs to transfer the call to another area in the company to perform some specific checks or internal tasks with the caller.
But before transfering the call, this agent must provide a specific reference (i.e.:invoice reference number or purchase order number) to be "attached" to the call, so as to be able to deliver this particular information, to the next agent dealing with the call in other area inside the same company (belonging to another Queue).
Is it possible to add this as a variable in the agent Script of the agent answering the call before transfering it to another queue, and get this particular information presented on the agent's Script (of course another different Script than the first one) answering the call once transfered
As a workaround, asked the agents answering the calls to set this particular information (i.e.:invoice reference number or purchase order number) as a "Note", so when the call is transfered to the next Queue to be treated by another agent belonging to another area, the information needed to continue the process is already there for them.
This is not the most "elegant" or "refined" solution. Using Scripts will be the best one, but I haven't been able to see how can it be done.
Thank you all in advance for your help.
Best regards
#Ask Me Anything (AMA)
#Implementation#Routing(ACD/IVR)------------------------------
Jorge Marcelo Negri
Senior Project Consultant
Genesys PureCloud Certified Associate
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina
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