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  • 1.  Automatic transfer of call after agent disconnection.

    Posted 05-13-2018 21:03
    No replies, thread closed.
    Hi, 
          We would like to know if we can transfer the customer call to an NPS survey call flow once the customer has spoken to an agent and the conversation is disconnected by the agent ? 
    Currently we have agents manually transferring the call to the NPS call flow, but we want to avoid this action and want the call to be automatically transferred when the conversation is over. 

    Any information on this would be of great help. 


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    Anil Kumar
    Telstra Corporation Ltd
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  • 2.  RE: Automatic transfer of call after agent disconnection.

    Posted 05-14-2018 08:36
    No replies, thread closed.
    I think in your transfer task, you need to add Transfer to ACD (or any other transfer block) and handle both success and failure outcomes by sending them to another task or use collect input block to play survey question and collect input to store later on.




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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
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    Original Message


  • 3.  RE: Automatic transfer of call after agent disconnection.

    Posted 05-14-2018 08:44
    No replies, thread closed.
    No, that is not a feature of PureCloud.

    See this thread for more discussion:

    https://community.genesys.com/communities/community-home/digestviewer/viewthread?MessageKey=1b7eee5c-f2ed-4c96-a95a-94c67b7732a3&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm1b7eee5c-f2ed-4c96-a95a-94c67b7732a3#bm3

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    George Ganahl
    Principal Program Manager
    Genesys
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    Original Message


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