How to detect if a call has been answered from a script

I need detect script RONA form when a call has been answered by an agent and try this to transfer to another agent that no answer the call, then the call was rerouted to the script of RONA.

It's: EAC 7.5 + IP IVR

can someone help me

Thanks in advance

Hello

they transfer to another Department and you manage RONA by target requery or they transfer directly on the extension and redirect you to a RONA script?

you need this information in real time (in the script running, are not related), right? There is a certain way, you can try. Agents call this range of services outside transfer? You can do a query of database for this call in the RONA script and check if ANI is a connected agent. If they do not call the service normally line you might conclude that there must be a transfer. But there would be a cleaner way...

... Since there is no standard information of this type available in real-time, you will need to use variables of the call. But normally the second call (transfer) is a new call to the system if you do not have your previous call variables (unles the system is set up to keep this information, or set you it to the new call for transfer).

Because you can set things in a CIM script when the call is to the agent, this information can come from your Agent's office. This means 2 things:

-Transfer must be made through the Office of the Agent of this scenario

-Put a PeripheralVariable at the initiation of the new calls but you would need to make a custom button to do this, I guess.

.. .These are things you might try. Personally, I use both methods, a first for this calsl a higher priority in the queue and secondary method to identify transfers (made by an agent custom frontend and variable ECC tho).

~ Fabian

Tags: Cisco Support

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