There are two separate call centers, one with Centrex lines (DMS Centrex switch) and the other one with PBX DMS-100 and Cisco 3845 VoIP gateway. Call comes to PBX Call Centre and in one moment agent (who is using IP phone) must relocate call to Centrex Call Centre's IVR (which is integrated with IT application server processing customer registrations) for customer to enter his credit card number in order to pay for the services he is registering for. If the payment was successful then the call must return to PBX Call Centre so that PBX agent knows if payment has been completed successfully or not (in which case he does not proceed with registration process)
Integrating two contact centres
Call Centre Helper Forum » Technology
(4 posts)
Sounds like you have a challenge there ,
Would it be an idea of have one common platform covering both contact centres
Would require some investement but could be the best solution in the longer term
Posted 8 months ago
This would be an interim (quicker) solution as there will be longer term solution which includes transition to enterprise contact centre amongst other things.
I am wondering if the following solution would be feasible:
In order to reach PBX centre agent, to assign DID numbers to communication gateway (which is connected to PSTN and VoIP network). PBX agent will use call transfer feature to relocate existing call to other call centre IVR so that customer can type in his credit card info. If payment successful, confirmation will be returned to agent's phone. Here DID would be just added to existing service and it would be like another Centrex extension in the Centrex call centre, but the existing service would not be disrupted by this DID addition
Posted 8 months ago
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