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Transfering Orginal IVR Language Selection

Hello,

We are using custom callback IVR process for our customer and working well in BCM version 7.0.9.0.

However, I need your help about transfering language selections. Any suggestion is welcomed.

Here is the need;

Customers pass through IVR process while choosing language XYX, and goes listening related promts and get to queueing.

Waited 1 min. and directed the Custom Callback IVR.

Is it possible to transfer this language selection to Custom Callback IVR?

I tried to set a variable to CAD and according customers' choice tried to transfer this variable to Callback IVR but did not work.

Thanks.

Hayati

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2 Answers

  • author's profile photo Former Member
    Former Member
    Posted on Jul 21, 2016 at 07:29 AM

    Hi Hayati,

    Would you mind sharing some screenshots

    Thanks

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    • Hello Rahaman,

      Actually it is normal directing the queue process.

      While customer waiting in a queu after a certain time system directing to call to choosen callback IVR.

      The question is, how can I transfer a variable value that set before directing to queue or after choice 0 in a language manu to transfer IVR?

      Regards,

  • author's profile photo Former Member
    Former Member
    Posted on Jul 21, 2016 at 08:46 AM

    Hi Hayati,

    As I know, when a call comes to queue, language is chosen from the queue language and while this call is being transferred to another queue which has no spesific language, SAP CC continued to use same selected language. Maybe you can consider this feature to select callback language.


    Thanks.

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