IVR handoff with Finesse Agent Desktop

[yogeshkumarlog]

Hi,

We are trying to initiate IVR handoff through Finesse agent desktop (Default or through API both).

I saw on some cisco document that I have to initiate consult call to some IVR number. Is that this simple or do I need to initiate consult call with special parameter?

If possible please provide some document reference for the same.

[golmsted]

There shouldn’t be anything special you have to do. Is the Agent intending to help the Customer walk through the IVR or just leave them there?

g.

Gary Olmsted

Technical Leader & Finesse Architect

CBABU - Contact Center Software Development

[yogeshkumarlog]

The scenario is as follows:

1. Agent transfer customer to specific IVR menu
2. Customer enter the information in IVR
3. Once done Customer will be transferred back to the same agent

As per my understanding most of the work needs to be done by IVR application. From finesse I think I just need to make a consultative call to predefined IVR number.

Please correct me if my understanding is wrong

[golmsted]

You could also do a Direct Transfer to the IVR number as well. Depends on if the Agent needs to hear the IVR there before dropping off or not.

g.

Gary Olmsted

Technical Leader & Finesse Architect

CBABU - Contact Center Software Development