Cisco Switch Agent to Respondent Transfer Issue
Posted: Fri Oct 03, 2014 8:59 am
We are installing an inbound IVR survey into a client. This client uses a Cisco Switch.
The survey is started by a call centre agent who answers two questions whilst the caller is on hold. When this is done the agent transfers the caller via a speed dial to the survey number. Once the caller to survey connection is made the agent drops off the line leaving the caller in the survey.
We have done this process for a while with different clients. But this client is on a Cisco switch. What is happening is that the agent can hear the survey questions and make key depressions which are recognised by the system and enter reporting no problem. However, when the survey is transferred to the caller (agent drops off line) the caller can hear the survey, but it does not react to their selections on the keypad and does not store responses in reporting.
Has anybody else had and ideally overcome this problem on a Cisco switch. All help and ideas welcome.
The survey is started by a call centre agent who answers two questions whilst the caller is on hold. When this is done the agent transfers the caller via a speed dial to the survey number. Once the caller to survey connection is made the agent drops off the line leaving the caller in the survey.
We have done this process for a while with different clients. But this client is on a Cisco switch. What is happening is that the agent can hear the survey questions and make key depressions which are recognised by the system and enter reporting no problem. However, when the survey is transferred to the caller (agent drops off line) the caller can hear the survey, but it does not react to their selections on the keypad and does not store responses in reporting.
Has anybody else had and ideally overcome this problem on a Cisco switch. All help and ideas welcome.