Post Call Survey

[Phoneblue]

thread690-1313364

I followed the steps outlined here to route calls to an external post call survey. The problem we are having is that the survey is looping back and starting over after the client completes the survey. What it looks like is that the PBX is not releasing the call after sending to the external IVR for the survey and the call is begining it's routing procdess all over again. The really bizzare thing here is that when I do a list trace to see what is happening the list trace completes as soon as the external call transfer takes place. Therefore I can't see what is happening. HELP!

 

[Stinney]

By external you mean a number outside of your phone system, off-net?

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Phoneblue]

Yes. we forward to an 800 number that goes to an external IVR.

 

[Stinney]

Unless you are using a transfer connect service (*8) to transfer the call off of your PBX, the call is going to remain up and running on your PBX. You're probably doing a route-to and the number is 91800xxx-xxxx.

Your phone system is going to keep the incoming call tied to the outbound trunk until the call is over. The survey repeating itself is probably an issue on the other end not disconnecting the call for some reason, or a supervisory disconnect issue on your side or their side.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Phoneblue]

That is possible but when I dial the 800 number directly the call disconnects at the end of the survey. We have the circuits setup for T&R. I guess I will have to investigate this a little bit further. Thanks for your help. I will let you know how this turns out tomorrow.

 

[joesena]

We ran into this issue as well with a survey connected to an internal trunk. The solution was to put a flag in the digits buffer, which is local persistent:

03 # Check digit buffer to prevent infinite loops to survey
04 goto step 7 if digits <> 8888888888??????
05 disconnect after announcement none
06
...
32 # Send call to survey
34 set digits = ZQ CATL 8888888888
35 route-to number ZQ with cov n if unconditionally

 

[Phoneblue]

I am not sure I understand what you are saying here in your example.

 

[Stinney]

Sounds like he's saying to set a local variable, then when you route the VDN survey to the vector, assign the toll free number to the variable and route it to the variable.

If the call loops back into the vector the variable is already set, in the beginning of the vector you check to see if the variable is already set, if it is, you disconenct the call.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Phoneblue]

Thank you to everyone for your help. I now have this survey working and it disconnects upon completion.

 

[Stinney]

Was joesena's suggestion your solution? Or did you find something else?

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Phoneblue]

Joesena's suggestion is what helped here. I made the code changes to the vector and it effected the disconnect after the survey was complete.