Conference Scenario

[gen_den]

HI Experts,

is it possible that for an GMS callback outbound call, when call is connected between agent and customer i can somehow conference in IVR and let IVR be silent till the time agent and customer are on call. And as soon as agent disconnects the call, control is taken over by IVR for survey??

Thanks

[hsujdik]

Check if the Routing Pont option “after-call-divert-destination” suits your needs.

(Note: although the manual says it only supports inbound calls on the option description, I have seen it working for outbound calls as long as they don't have CPD involved).

[gen_den]

Thank you for the response, but this feature works only with Inbound call. Its not applicable for OUtbound call

[cavagnaro]

Maybe you can send call first to the GVP application and then do a conference with the agent, later when agent releases call the GVP remains in control.

[cavagnaro]

How GVP do conference
https://docs.genesys.com/Documentation/GVP/85/GDG/HGWMPC#MWC

[gen_den]

Thanks Cav will check the documentation and try this approach