Not sure if this is possible, but I wanted to ask to see if there is something I may be missing.
We are still using an external vendor for post call surveys. The way this works is the agent themselves transfers the call to an external number, and they hear a prompt to enter their extension. Once they do that, they transfer the call, and the caller is connected to the survey, which is linked to the user.
We are trying to automate as much of this as possible. Ideally once the agent hangs up the call should then transfer out, but I am not sure if that is possible. But at the least, we would like the agent to just transfer the call, and then automatically have the system enter in the agent extension (perhaps through an API), then the caller is brought back into the call to connect to the survey (and they would not hear that intro part.
Is something like this even possible? Most of the info I see for transferring calls out pretty much end all of the call routing there, so I do not see a way to even pass DTMF tones to the transferred number automatically.
I appreciate any thoughts.
Thank you.
#Routing(ACD/IVR)------------------------------
Daniel Kirshy
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