Automatically back to a VDN or vector after be attended by an agent

[palcai]

Hello,

I want to set up an automatically process to send the call attended by an agent back to a VDN.

So process will be:
1.- A customer calls to or main menu.
2.- an agent answer the call and solve the problem.
3.- the call is redirected automatically to the same or other vector for a survey.

Survey system reside on other voice system not avaya.

[marzahn]

Requires Call Fwd by the Agent

Sometimes you don't get to please the manager. So the answer is: no there is no "automatic process." There are two things to keep in mind . . .

• Vector processing ends when the call is delivered to an agent.
• Also I do not recommend nor is it good industry practice to be dumping customers in a survey automatically.

Instead . . .
The best and easiest way to handle this is to have the Agent ask the caller if he or she would be willing to take a short survey.

If the anwer is "Yes," forward the call to the survey system. To make this easy for the agent, you could build an entry for the number to the survey in abbrv dialing and assign it to agent phones. The command is: "change abbreviated-dialing system"

[ashoua]

go to VDN > page 2 > return destination (VDN Number)

[marzahn]

Good One

go to VDN > page 2 > return destination (VDN Number)

That works very well. But is it a good idea? I guess if the business wants it, you do it. However I would use a VDN to a vector that allows the caller to "opt out."