Call ending with disposition & IVR

[rahul jindal]

Hi All

I posted this query in the support section, but had no responses, so thought to post it in GoAutoDial forum.

My dialer specs are as following:

VERSION: 2.4-309a
BUILD: 110430-1642
Kernel Version:2.6.18-238.9.1.el5.goPAE (SMP)
Distro Name:GoAutoDial CE 2.1

I have an outbound campaign, wherein the agent finishes the call saying "Thank you. Please take a moment to listen to our recorded message". Can anybody guide me as to how we can set this up?

Requirement is that:

agent finishes the call ---->agent redirect the customer to IVR------> agent disposes the call (as per dispositions)------->agent gets ready for another call

OR

agent finishes the call ---->agent disposes the call (Sale)------->customer is automatically diverted to IVR------>agent gets free to take next call.

The idea is that it's the customer's choice to listen/ not listen or hang up in between the one minute long IVR. But the agent should not be stuck because of IVR. The agent should get free to take further calls.

I read through the Manual available online, but was not able to find the solution.

Any help would be highly appreciated.

Thanks

[sniper888]

Hi Rahul,

Have you try to use the Call transfer? The process flow should be.
Agents in a live call with the Customer > Agents transfer the calls to the IVR/Callmenu/DID number with IVR or > Agents leave 3way calls and Disposed the calls> Agents accept another calls.

Hope that helps
Cheers
q^_^p

[williamconley]

Depending on your version, the agent can transfer the call to an Ingroup. The Ingroup would have a 1 second drop call action to send the call to a Call Menu.