martinyoung

Yes, there is usually a step before the agent takes the call where the incoming caller is told there will be a survey after the transaction is completed. When the agent hangs up, the call is transferred to another IVR app (as you surmise) which asks the questions and the caller responds by pushing keypad numbers or speaking.

I see that he has an IVR so that will need to be involved with the call as soon as the vector hands it off until the caller hangs up. An overview would be the vector hands the call to the IVR, the IVR announces the upcoming survey, routes the call to an agent and monitors the call, agent hangs up and the IVR transfers the call to the survey, caller participates or hangs up.

__________________
Marty
Retired Avaya DSIC tech