Temporary IVR Handoff for authentication

Question

Hello,
One of our APAC region banking customers has the following scenario:
1. Agent is speaking to customer
2. Agent identifies customer (and thus updates ECC variables with customer ID)
3. Agent conferences call to CVP
4. CVP sees customer ID - prompts customer to enter their TPIN
5. Customer enters TPIN (which in this case the IVR would need to mask by playing random DTMF tones over the top and the tones entered by caller and the random tones shouldn't be different)
6. CVP validates TPIN through proper back end host verification
7. CVP updates ECC variables (Validated) to say the customer is now authenticated
8. Agent drops the CVP conference leg of the call and continues the conversation with the customer.
There are two possible resolutions here:-
1. The agent transfers the call to the IVR, which interacts with the customer to collect the TPIN digits, validates them and then passes the call back to the same agent.
2. The Agent conferences the call to the IVR and whilst the customer enters their TPIN the Agent does not here the entered tones and the call recording system does not record them.
Option 1. The main issue is returning the call to the original agent (apparently can this be done?).
Option 2. The main issue is the IVR can update the ECC variables to show the validation status, however there is no call update event which is generated in CTIOS to retrieve the updated ECC variables as it comes through a different peripheral [CVP] (apparently this can't be done).
Tone Masking (used in Option 2) is not seen as ideal as the random DTMF tones generated by CVP IVR and the caller tones (generated from the handset) used.
When the call is getting conferenced from the Agent desktop to the CVP application, the call data set in the CVP IVR application is not notified to the agent (through the CALL_DATA_UPDATE event) which normally happens if the call is getting conferenced with another agent. Also the call data set is not getting reflected in the agent desktop even when using GetCallData from the agent desktop manually because the call data set in the CVP application is lost, when the call is disconnected in the IVR application post the TPIN validation
Could you please give advice as to how we can move forward to a resolution?
Thanks!
-Sethu

Answer 1

There is solution from Paul tindall on temporary IVR hand off, that you can consider for your case.
but also check with Cisco if that is supported because that needs tcl applications to be updated.
I also built the similar thing, but i used different technique:
1. Agent does warm transfer to Authentication script.
2. in Authentication Script i capture the Calling line ID which will be nothing but Agents Extension.
3. hosted database which maps agents extension to Agent Peripheral Number and using Database, dblookup to get Agent Peripheral Number from the extension and store somewhere in PV
4. now in authentication script transfer call to CVP app, do authentication and send result back to ICM
5. Now in ICM to queue the call to same agent you can use Queue to agent node, Under Agent Expression Provide variable you stored agent ID in Above step. set some higher queue priority.
This will not work in Single step transfer because Agent Extension or calling line ID will not be preserved and you can get agent ID from external source.
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