Hi,
Our customer asked to have a specific IVR app to have a survey offered to their own customers contacting them-
So the flow is as it follows:
Incoming call on a public network DNIS, arriving on the main IVR offering callers 5 menu options which each of them are routed to different agent Queues. After the customer's questions or problems are treated and solved by agents, the call has to be transfered to the Survey IVR (call is transfered by the agent with a specific button configured as "blind transfer" to an internal fictive DDI (i.e.: +541141111111 - this is number is not existing in the Public Telephone Network). This fictive DDI, is routed to the Survey IVR.
The problem is that no call is found if consulting the DNIS Performance (Performance -> Workspace -> DNIS Performance) for this fictive DDI for the calls transferred by agents to the Survey IVR.
If you place a call from your own Genesys Cloud account to this DDI, the call is arriving to the Survey IVR, and these direct calls are then found on the DNIS Performance detailed information associated to the fictive DDI (+541141111111)
Don´t know if someone has already faced this kind of problems, and may someone can help me to have this problem solved in order to have the calls transferred appearing on the DNIS Performance details.
Thanks again in advance for your help and time to analyze this problem.
Regards,
#Implementation#Reporting/Analytics#Routing(ACD/IVR)#SIP/VolP------------------------------
Jorge Marcelo Negri
Senior Project Consultant
Genesys PureCloud Certified Associate
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina
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