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A-Train · December 4th, 2007, 07:56 AM

I have yet another vectoring challenge. Typically most of the vectors I write have queuing built like this:

01 queue-to skill 14 pri m
02 announcement XXXX
03 wait-time 30 secs hearing music
04 goto step 2 if unconditionally

This is pretty basic and simple and so far has met our needs perfectly. However recently our contact center management has gotten the idea that they want to offer callers a survey to judge how the caller liked the service they received. They do not trust the live agents to transfer callers to the survey (I don't blame them). So they would like to have the system set up so that when the live agent ends the call, the caller is automatically transferred to the automated survey. The survey portion is no problem, and we can set that up in our IVR system. We just need to change the vectoring so that the calls will be automatically transferred to a particular extension number after the agent drops the line. Does anyone have any thoughts or ideas in this regard? Perhaps someone has actually done this before. Any thoughts would be appreciated. Thanks!

December 4th, 2007, 07:56 AM	#1 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 241	Vectoring Challenge I have yet another vectoring challenge. Typically most of the vectors I write have queuing built like this: 01 queue-to skill 14 pri m 02 announcement XXXX 03 wait-time 30 secs hearing music 04 goto step 2 if unconditionally This is pretty basic and simple and so far has met our needs perfectly. However recently our contact center management has gotten the idea that they want to offer callers a survey to judge how the caller liked the service they received. They do not trust the live agents to transfer callers to the survey (I don't blame them). So they would like to have the system set up so that when the live agent ends the call, the caller is automatically transferred to the automated survey. The survey portion is no problem, and we can set that up in our IVR system. We just need to change the vectoring so that the calls will be automatically transferred to a particular extension number after the agent drops the line. Does anyone have any thoughts or ideas in this regard? Perhaps someone has actually done this before. Any thoughts would be appreciated. Thanks!