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I have created a Survey in the Contact Center for customers to take after they speak with a rep. It is ext 5056. The first thing the survey does is to ask for the customers 8 digit account number. Once that is collected, the survey proceeds with 6 questions. All works fine if I dial the extension directly from an internal phone or come in through an outside line and dial 5056 from the system AA.
In production though, the scenerio is that a customer will be on the phone with a rep, the call will be wrapping up and the rep will say, "Would you like to take a brief survey etc..?" My thought was this:
I want the rep to enter the account number because most of the time the customer does not know it.
I have a consultive transfer button setup that goes to 5056. When the rep hits it, the call goes to hold and the rep hears, "please enter you 8 digit account number. The rep then enters the 8 digit number and finishes the transfer by hitting the YES soft key on the phone to complete the transfer. At this point though, the call is being hung up on!!
Does anyone have any idea on how to accomplish this?
Shoretel recommended going to an AA first and then having it timeout to 5056. That did not work. If I just do a blind transfer, it works fine in that the customer enters their account number. managament has said that the rep must enter the account number. I thought of setting up a confernece with the rep, customer and ECC, but you cannot confernece a system extension (ecc or aa). Any ideas? What are others doing?
In production though, the scenerio is that a customer will be on the phone with a rep, the call will be wrapping up and the rep will say, "Would you like to take a brief survey etc..?" My thought was this:
I want the rep to enter the account number because most of the time the customer does not know it.
I have a consultive transfer button setup that goes to 5056. When the rep hits it, the call goes to hold and the rep hears, "please enter you 8 digit account number. The rep then enters the 8 digit number and finishes the transfer by hitting the YES soft key on the phone to complete the transfer. At this point though, the call is being hung up on!!
Does anyone have any idea on how to accomplish this?
Shoretel recommended going to an AA first and then having it timeout to 5056. That did not work. If I just do a blind transfer, it works fine in that the customer enters their account number. managament has said that the rep must enter the account number. I thought of setting up a confernece with the rep, customer and ECC, but you cannot confernece a system extension (ecc or aa). Any ideas? What are others doing?
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