Hi. I'm working on a project where the customer wants to bypass using a secure input form. The plan is for me to create a service using that will take in some non-confidential information and then send the caller to the secure IVR on the pureconnect server. They will be creating a custom button in their CRM to contact my service to kick this all off. My service will be making use of Icelib.

When the secure input form is used the agent gets put on hold while the caller is sent to the secure ivr and reconnected in the end. Since we're bypassing the form is it enough for me to have Icelib put the interaction on hold or do I need to figure a way to put just the agent on hold? Or does the Icelib method Interaction.InitiateSecureInput() take care of all that?

Thank you.
#ArchitectureandDesign
#Telephony
#Unsure/Other

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Sean McGrath
Avtex Solutions, LLC
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