Need to implement survey function

[shedri]

Our contact center is looking to implement a survey tool, InMoment, to our existing groups. Unfortunately not all groups will be getting this new function.

The issue we have come across is when we go to collect the phone number for the survey call back all other IVR passed data is lost thus not screen popping to the agents.

The idea of adding the survey steps before the Converse-On step has been ruled out because not all routing out of the IVR is to get the survey call back.

Help! Any thoughts on how we can get this to work?

[psree]

Hi,

Could you please let me know the products which are involved in this query?

[shedri]

We have the Avaya Call Manager V16

[shaikht]

Hi,

I guess you mean to say Avaya Call management System instead of call manager. Still CMS is not coming into picture for below requirement.

If my understanding is correct, I will suggets to involve Avaya Professional services(APS) if they can do any customizations to fulfil your requirement.

Please be notified that involving APS team will be billable as they work on project basis.

I hope it helps.

Thanks
Tosif