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-   -   IPOCC IVR to agent transfer (http://support.avaya.com/forums/showthread.php?t=10342)

aturkben 08-21-2015 04:48 AM

IPOCC IVR to agent transfer
 
Hello All,

We have a demand which is described by customer. They have an IVR. In this IVR, when someone dials a wrong number or doesn't dial a number, they want to transfer caller to a spesific agent group. Is this possible? If its possible, can you explain how or can you share a sample script?

Best Regards.

verma62 08-21-2015 11:56 PM

Can you please explain the requirement in detail. As I understand IVR is provided to customer and he is dialing an extension number, and you want to validate entered extension number.

If this is the case you can have hardcoded extension number validation in IVR or in case numbers are more you can design a backend where you can store all these numbers for validation and further action can be taken.

aturkben 08-24-2015 12:37 AM

Thank you for quick response Verma62. I did not mean extention number. For example:

Customer needs to press 1 for "Internet related information ", Customer needs to press 2 for "Telephony related information".

But customer presesses 5 or does not do anything. For this case we want to forward customer to an agent group.

verma62 08-25-2015 03:00 AM

hi,
As I understand you need to capture no input/no match case scenario. In this case after a menu prompt you can see and error(E) output. at this connector you can set some value i.e. -1 of an global parameter and return to task flow. In task flow you have to validate the value of this parameter and if it comes to 5 you can transfer to an agent group. I hope this will be helpful.


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