Script help - caller's ANI and workflow call control actions
Greetings!
Apologies in advance for the wall of text.
What does work: We have a main script where we do a database lookup on the caller's ANI - specifically, their area code. If there is a match in the DB we queue the call to a regional queue. If there is no match (some block their caller ID, or the ANI is less than 10 digits) we queue the call to a general queue. This works. Every time.
Except ..
So the call comes in, we do a successful lookup and route to the regional queue. The agent handles the call and transfers the caller to another queue. The agent in the second queue discovers the caller needs to go back to the regional queue and we have a call control action configured to handle this. And this is where I'm looking for some help.
And so, the call control action setup does a blind conference back to the main script which does the lookup again based on the original caller's ANI and routes the call to the regional queue. However, everyone can hear everyone and the business unit would prefer the customer not be aware of the agents talking until the agents want to bring the customer into the conversation.
So, if I change the call control action to another option (supervised conference) I lose the ability to route the call based on the original callers ANI. The main script queues the call to the general queue. I've done the reactive debugs and the caller ANI does not populate, the extension of the agent initiating the call control action populates the ANI field. What's more confusing is the caller ANI does populate in the enterprise data on the agent desktop. So the data must be "there" somewhere, I'm not sure how to get it so I can do the DB lookup.
What am I missing?
Thanks in advance for your time and attention!
Keith
Hello again.
That's an nice way to do this. But I found another way around simple enough for the end customer too. It gives the ability to change things themselves.
a) Under System Parameters > Media Parameters enable the 'User Prompts override System Prompts' parameter
b) Create a subfolder (named el_GR in my case) under Applications > Prompts .../gen/phone
c) Upload your number prompts recorded in the language you want
d) Modify the 'Create Generated Prompt' as shown to the screenshot
e) Now you can hear the string numbers in your language
Took the info from the following posts:
https://supportforums.cisco.com/thread/2080962
https://supportforums.cisco.com/docs/DOC-13933
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Hey guys I seriously need help... I just got my iPad 3 delivered the before yesterday and yesterday i was going though the AppStore and found some app called "performamce test and I ran the test and that apps tell me I have poor 3d perfoamce. *worried* :( I've been up since tomorrow. Could you install that app and tell me what scores do you guys get? :(
http://www.google.com.pk/url?sa=t&rct=j&q=performance%20test%20mobile%20itunes&s ource=web&cd=2&ved=0CGYQFjAB&url=http%3A%2F%2Fitunes.apple.com%2Fus%2Fapp%2Fperf ormancetest-mobile%2Fid494438360%3Fmt%3D8&ei=cOf_T-r2AuzT4QSpv4zBCA&usg=AFQjCNGi c8vn6zl8AINqrYuNc2RYobSiVA
Here's the link.
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