CallBanking script issue

Version 1
    This document was generated from CDN thread

    Created by: Ruslan Amrahov on 23-02-2012 03:35:43 AM
    Hello, Dear Communnity

    We have the following scanario: Caller call to the IVR and gets to the agent. Agent forwards him to another IVR application so he could enter auth pin there. After the pin was entered caller should get back to the same operator. Is it possible to reserve the agent somehow and then get the call back to hiim?

    Thank you.

    Subject: RE: CallBanking script issue
    Replied by: Steven Pawlak on 23-02-2012 09:08:23 AM
    Ruslan,

    You would need to get the Resource ID, from the Select Resource step, into a variable. Put that into session before connecting to agent. Then when the agent transfers call to the PIN application, place the agent into a Work mode (CSQ level setting). When the caller is done with the PIN, the code can get the Resource ID from session and do a Call Consult Transfer or Redirect back to the agent who is in Work mode and will not get new calls.

    Since the Redirect back is not queueing the call, the agent being in Work mode will not stop the call from getting thru.

    Question, why not just have the caller enter the PIN before getting to the agent in the first script?

    Subject: RE: CallBanking script issue
    Replied by: Steven Pawlak on 24-02-2012 09:09:34 AM
    Ruslan,

    Yes, the Redirect back to the agent would be a Non-ICD call on the agents ICD line.

    The problem being that once the call has gone to another app, the agent is free to take the next call from the main queue. Since you want the caller to come back to the same agent, within a reasonable amount of time, you need to do this.


    Now, what you could do instead is have the Agent CONFERENCE in this PIN capture app while talking to the caller. Would need to test this, as I have never done this. But I believe that the conference would allow the caller to enter digits and have the PIN Capture app understand them. Then the agent could drop the conference or the PIN Capture app would just end normally after setting some Authentication value in the Session.

    I assume that the agent does not get the PIN value itself but the positive or negative Authentication value that the PIN involves.

    Subject: RE: CallBanking script issue
    Replied by: Ruslan Amrahov on 23-02-2012 11:55:22 PM
    Steven,

    Thank you for your explanation. Related to your question - customer wants to treat both situations: when caller entered the pin before getting to the agent and when the caller decided to get some private info after getting to the agent.

    Question, will the redirected back call be treated as ICD call or non-ICD? And please explain me how can I use Call Consult transfer to get back to the agent - using his extention?

    Subject: RE: CallBanking script issue
    Replied by: Ruslan Amrahov on 01-03-2012 01:52:43 AM
    Steven,

    Thank you for reply. I wrote that scripts. IBA_AA is the first app that accepts the call and gets agent's ext. and session ID. I could see that when displaying it as enterprise variable. But I got a problem passing that variables to the second app, IBA_pin. Could you please be so kind to view scripts and help to fix the problem?

    Subject: RE: CallBanking script issue
    Replied by: Steven Pawlak on 01-03-2012 10:09:05 AM
    Ruslan, 
     
    I have corrected your scripts somewhat and commented heavily in them. 
    You would run them in order, 1 then 2. Assuming that no PIN capture is done in 1. You will see when you open the zip. 
    This is as much as I am going to help, otherwise I would be writing the whole thing for you. 
     
    To all, I wrote this as an example of how to use Session in a set of scripts. 
     
    Steve

    Subject: RE: CallBanking script issue
    Replied by: Ruslan Amrahov on 06-03-2012 01:33:23 AM
    Thank you a lot, Steven

    Session part works great. I put GetDigitString Option to gather PIN but the issue is that when agent forwards the call to the PIN app, he gets available, so another caller can reach him.
    Could you please fix it to keep agent at least in work state?

    Subject: RE: CallBanking script issue
    Replied by: Steven Pawlak on 06-03-2012 09:47:56 AM
    Ruslan,

    Go back to my first post where i tell you to change the CSQ to use Automatic Work.

    This will put the agent into Work after the call completes and solve this problem.

    Subject: RE: CallBanking script issue
    Replied by: Ruslan Amrahov on 04-04-2012 01:05:22 AM
    Hello Steven,
    Thank you for your great timely support, my friend. It works good now, so I will pass those scripts to the customer for testing purposes.