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.
- Call comes in via 800 #
- Call is assigned to a specific survey, based on the identifying criteria in Feedback
- Call is transferred internally from agent 1 to a related business unit with it's own workgroup and survey
- 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
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