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  • 1.  Log Caller Data Entry to Interaction Log for Callback

    Posted 03-01-2018 18:52
    We have a section of our IVR setup like this: Group Transfer Hold Audio ... Queue Menu 1 - Caller Data Entry 2 - Stay in Queue Callback to the phone number entered by the caller in 1 - Caller Data Entry Hold Audio We'd like to be able to log the number entered in the Caller Data Entry to the Interaction Log but since it's inside a Queue Menu we're not allowed to use a Logging node. We already have a way of writing it to the database but it is not easy for the call centre people to find that number without the help of IT. Our old way was to transfer the caller to a callback menu to do the Caller Data Entry but doing that makes the interaction lose its priority which is unacceptable. Is there some way to log the Caller Data Entry number in the Interaction Log while maintaining the priority of the callback?


  • 2.  RE: Log Caller Data Entry to Interaction Log for Callback

    Posted 03-02-2018 02:06
    This is yet another of the multitude of limitations that are imposed when an interaction is in a queue (can't even use a logical transfer node to perform branching queue in-queue logic). For special cases like this, I've been modifying customization points like CustomIntAttRequestCallbackInit. The other incredibly frustrating part of this is that a true in-queue callback can ONLY be done from within a queue menu. You can't tell the caller to press x at any time to request a callback because using that mechanism escapes the queue.


  • 3.  RE: Log Caller Data Entry to Interaction Log for Callback

    Posted 03-02-2018 15:04
    Might be easier to drop into handlers to write this info to the call log. You should still be able to do the majority of this in attendant and just drop into a simple handler to update what you want. In regards to allowing the caller to press a button at any time while on hold to request a call back. I haven't done this but there is a customization point called CustomGetDigitsExAsync which sits at the beginning of System_AsynchronousDigitsReceived. You could catch your ACD call here before it continues and stops ACD processing to build a callback option that would not lose the callers place in line.


  • 4.  RE: Log Caller Data Entry to Interaction Log for Callback

    Posted 03-02-2018 16:18
    An alternative: Assign the results to a call attribute on the Data Entry Node (CustomAttribute1). Map the attribute to a custom column in the "Interaction Custom Attributes Log" (CustomString1=CallAttribute("CustomAttribute1")). Report from [InteractionCustomAttributes]. You can also display the custom attribute in a queue column if needed.