We are a call centre & want to start a new service, Where we want to disable answer back signal to telco when the call is in the ivr or vector (we want user to select an option,once user selects an option IVR/vector will route the call to an Agent).we want to send answer back only when the call is answered by agent.
The purpose of this requirement is to start charging the call only when it is answered by the human agent.
we are looking at following options :-
1. having a collect vector step propting the user for appropriate selection.
2. having the call routed to an IVR, user can select appropriate selection & then IVR will transfer the call to csr.
Testing in IVR:-
We are trying one avaya Green feature "Delay PSTN Connect on Agent Answer", by this feature VDN form gets an additional field,we have made it Yes in the VDN which routes the call to IVR agent(AAS split) & "No" in the VDN which routes the call to CSR,here we face following ssues :-
1. When we call over the Trunk, the connection is half duplex only, telco is not allowing full duplex call in the absence of Answer back.
2. Answer back is not sent even when the call is transfer to CSR, though in the VDN field is set to "no" & the connection remains half duplex.
Testing in Vector:-
While trying the Collect vector step, the Avaya CM immediatly sends the answer back signal to PTT, we already have one feature "Toll free vectoring untill answer" but it works only for announcement step, not collect step.
Any suggestions here please as how we can implement this requirement.
The purpose of this requirement is to start charging the call only when it is answered by the human agent.
we are looking at following options :-
1. having a collect vector step propting the user for appropriate selection.
2. having the call routed to an IVR, user can select appropriate selection & then IVR will transfer the call to csr.
Testing in IVR:-
We are trying one avaya Green feature "Delay PSTN Connect on Agent Answer", by this feature VDN form gets an additional field,we have made it Yes in the VDN which routes the call to IVR agent(AAS split) & "No" in the VDN which routes the call to CSR,here we face following ssues :-
1. When we call over the Trunk, the connection is half duplex only, telco is not allowing full duplex call in the absence of Answer back.
2. Answer back is not sent even when the call is transfer to CSR, though in the VDN field is set to "no" & the connection remains half duplex.
Testing in Vector:-
While trying the Collect vector step, the Avaya CM immediatly sends the answer back signal to PTT, we already have one feature "Toll free vectoring untill answer" but it works only for announcement step, not collect step.
Any suggestions here please as how we can implement this requirement.