inContact Developer Discussion

[Ace]

I silent monitor calls on a daily basis and my reps normally perform 3rd party transfers to partner support groups .

However when my reps transfer the calls, i am still able to hear both the customer and the rep from the 3rd party group after my rep has successfully completed/diposition that very same call.

So my question, is there any way for that monitored call to end or hang up as well when my reps completes or dispostion that call?

[MarkR]

It would require some advanced scripting and would probably need to go through Professional Services as it would require changes to system scripts.  But I think that it is possible.

[logos]

An interesting task!  I would think a SIGNAL from the main script to the system Monitor script would do the trick, pretty simple.  If you want I can help you out with it, I'd like to see a similar function in my own scripts so might as well pool our knowledge, eh?  Just send me a private message and we'll see what we can come up with.

[Ace]

I have tried that SIGNAL/ONSIGNAL action to the system Monitor script before however i was unsuccessfull. i believe that SIGNAL action needs to come from the Xfer script.

The XFER action from the MyAgent phone console is a different script from the System Outbound Phone Call script.

i  can not recall seeing that XFER script to edit it with that Signal action

[logos]

Getting the right signals going might be a bit tricky, but I'm pretty sure it could be done; I think you'd have to signal both ways, from the monitor to the main script and back again, to get enough information together in the right places.

I've never seen an XFER script either; it might be a pure system process, or it could just be that there isn't a default script for it and you'd need to create one with the right name.  Can a moderator comment on that?  If not, a call to tech support should answer that question toot sweet.

[SilverpopJPR]

Ace,  First I'm making the assumption you mean Call Recording verses Silent Monitoring.  (If you mean Silent Monitoring, then why don't you just hang up once you realize the call is being transferred?) 

If you mean Call Recording, here's your answer.....At ICUC I spoke with Tim Harris about this very issue.  He provided me with a .dat file that will give you an event called "ONTRANSFER". In our scritp we simply put in "ONTRANSFER" -> "STOPLOG".

Our agents follow this process....If the call is to another agent, then the 1st agent will "Reskill" the call to the 2nd agent (we have all our agents setup as skills so as to accomplish this).  If the call is to someone outside of our call center group, then the 1 agent will "Transfer" to whomever is requested.

If this is helpful you will need the currently unpublished (so I think unsupported) "ONTRANFER" event which is located in a .dat file that I have.

Hope that helps, Jon