I'm looking to see if there are any PureConnect users that have tapped into using handlers to assist in routing calls to Interaction Feedback.

Here's the scenario that I am trying to solve for.  Note that all of our lines of business use a post-call survey approach as the desired method.

1. Call comes in via 800 #
2. Call is assigned to a specific survey, based on the identifying criteria in Feedback
3. Call is transferred internally from agent 1 to a related business unit with it's own workgroup and survey
4. When agent 2 in other business unit ends the call, the call is routed to the survey for agent 1, based on the criteria already identified when the call left the IVR and routed to the workgroup

The question is: is it possible to use a handler to remove the initial survey identifiers and replace it with new survey identifiers, so that the call can go to the correct survey if the call requires an internal transfer from business unit 1 to business unit 2?

If there are any end users that have this current set-up via handlers, I would be very appreciative to hear from you.



​
#ArchitectureandDesign
#Handlers
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
------------------------------

I would try blanking the Eic_CSSurveyId call attribute and setting the Eic_CSSurveyState attribute to "None" once the call is transferred.

------------------------------
Steve Owen
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 03-31-2020 11:26
From: Barry Farrington
Subject: Using Handlers for Routing to Feedback Module

I'm looking to see if there are any PureConnect users that have tapped into using handlers to assist in routing calls to Interaction Feedback.

Here's the scenario that I am trying to solve for.  Note that all of our lines of business use a post-call survey approach as the desired method.

1. Call comes in via 800 #
2. Call is assigned to a specific survey, based on the identifying criteria in Feedback
3. Call is transferred internally from agent 1 to a related business unit with it's own workgroup and survey
4. When agent 2 in other business unit ends the call, the call is routed to the survey for agent 1, based on the criteria already identified when the call left the IVR and routed to the workgroup

The question is: is it possible to use a handler to remove the initial survey identifiers and replace it with new survey identifiers, so that the call can go to the correct survey if the call requires an internal transfer from business unit 1 to business unit 2?

If there are any end users that have this current set-up via handlers, I would be very appreciative to hear from you.



​
#ArchitectureandDesign
#Handlers
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
------------------------------

Hi - sorry I am so late in following up on this.  What would setting the Eic_CSSurveyState attribute to "None" accomplish as part of this process?  Also, if blanking the Eic_CSSurveyId call attribute, how would the system know which survey to offer once the call is transferred from workgroup 1 to workgroup 2?

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
------------------------------

Original Message:
Sent: 04-01-2020 11:03
From: Steve Owen
Subject: Using Handlers for Routing to Feedback Module

I would try blanking the Eic_CSSurveyId call attribute and setting the Eic_CSSurveyState attribute to "None" once the call is transferred.

------------------------------
Steve Owen
Avtex Solutions, LLC

Original Message:
Sent: 03-31-2020 11:26
From: Barry Farrington
Subject: Using Handlers for Routing to Feedback Module

I'm looking to see if there are any PureConnect users that have tapped into using handlers to assist in routing calls to Interaction Feedback.

Here's the scenario that I am trying to solve for.  Note that all of our lines of business use a post-call survey approach as the desired method.

1. Call comes in via 800 #
2. Call is assigned to a specific survey, based on the identifying criteria in Feedback
3. Call is transferred internally from agent 1 to a related business unit with it's own workgroup and survey
4. When agent 2 in other business unit ends the call, the call is routed to the survey for agent 1, based on the criteria already identified when the call left the IVR and routed to the workgroup

The question is: is it possible to use a handler to remove the initial survey identifiers and replace it with new survey identifiers, so that the call can go to the correct survey if the call requires an internal transfer from business unit 1 to business unit 2?

If there are any end users that have this current set-up via handlers, I would be very appreciative to hear from you.



​
#ArchitectureandDesign
#Handlers
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
------------------------------

The survey selection occurs in the subroutine CSSurveyEntryPoint which is called in SystemIVRWorkgroupQueueAlert.  If you look at CSSurveyEntryPoint, you can see that step 69 is looking to see if the survey state is set to "None".  If it is, it selects a new survey ID.

So, as long as the survey attributes are set as I described above before the call hits SystemIVRWorkgroupQueueAlert (like in CustomCallOffereingNonSystemQueue), it should re-select a new survey ID.

------------------------------
Steve Owen
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 05-26-2020 14:31
From: Barry Farrington
Subject: Using Handlers for Routing to Feedback Module

Hi - sorry I am so late in following up on this.  What would setting the Eic_CSSurveyState attribute to "None" accomplish as part of this process?  Also, if blanking the Eic_CSSurveyId call attribute, how would the system know which survey to offer once the call is transferred from workgroup 1 to workgroup 2?

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC

Original Message:
Sent: 04-01-2020 11:03
From: Steve Owen
Subject: Using Handlers for Routing to Feedback Module

I would try blanking the Eic_CSSurveyId call attribute and setting the Eic_CSSurveyState attribute to "None" once the call is transferred.

------------------------------
Steve Owen
Avtex Solutions, LLC

Original Message:
Sent: 03-31-2020 11:26
From: Barry Farrington
Subject: Using Handlers for Routing to Feedback Module

I'm looking to see if there are any PureConnect users that have tapped into using handlers to assist in routing calls to Interaction Feedback.

Here's the scenario that I am trying to solve for.  Note that all of our lines of business use a post-call survey approach as the desired method.

1. Call comes in via 800 #
2. Call is assigned to a specific survey, based on the identifying criteria in Feedback
3. Call is transferred internally from agent 1 to a related business unit with it's own workgroup and survey
4. When agent 2 in other business unit ends the call, the call is routed to the survey for agent 1, based on the criteria already identified when the call left the IVR and routed to the workgroup

The question is: is it possible to use a handler to remove the initial survey identifiers and replace it with new survey identifiers, so that the call can go to the correct survey if the call requires an internal transfer from business unit 1 to business unit 2?

If there are any end users that have this current set-up via handlers, I would be very appreciative to hear from you.



​
#ArchitectureandDesign
#Handlers
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
------------------------------