Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gen_den on July 16, 2018, 04:49:52 PM

Title: Conference Scenario
Post by: gen_den on July 16, 2018, 04:49:52 PM

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

Title: Re: Conference Scenario
Post by: hsujdik on July 16, 2018, 05:19:29 PM

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).

Title: Re: Conference Scenario
Post by: gen_den on July 17, 2018, 04:52:56 AM

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

Title: Re: Conference Scenario
Post by: cavagnaro on July 18, 2018, 05:38:25 PM

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.

Title: Re: Conference Scenario
Post by: cavagnaro on July 18, 2018, 06:12:31 PM

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

Title: Re: Conference Scenario
Post by: gen_den on July 19, 2018, 03:27:43 AM

Thanks Cav will check the documentation and try this approach