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  • 1.  Forwarding calls into the Survey is impossible for one agent

    NEW MEMBER
    Posted 10 days ago

    Hi all,

    all our agents have to forward calls into a customer survey. In the timeline it looks as follows:

    But one of my agents has problems with the transfer to the survey  - even she is doing it on the same way as all the other agents. The call will be interrupt before reaching the IVR DE_Voice_Survey.

    We have aleady created a new account with the same settings as for all the other. The problem is still existing. The settings are the same like for all the other agents. It seems that the call will be interrupt after she forwarded the call. 

    Do you have any idea, how we can solve tis issue?

    Regards

    Katrin Ludwig


    #Unsure/Other

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    Katrin Ludwig
    Dreamlines GmbH
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  • 2.  RE: Forwarding calls into the Survey is impossible for one agent

    Posted 10 days ago

    Hello Katrin,

    It's a bit hard to tell by just the pictures but it kinda looks like the call is disconnected in the IVR.
    Depending on what happens in the IVR, if there's some variable that's not set properly it might disconnect the call.

    You could add some logging in the IVR flow to see where the call is disconnected.

    If you want all calls to end up in this survey you might also wanna check out the feature released in April that automatically transfers calls to a flow when the agent hangs up.

    Architect post-call actions in voice calls
    https://help.mypurecloud.com/releasenote/april-15-2024/



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


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