on 11-25-2014 1:46 PM
Hi,
i have 4 trigger numbers(IVR numbers) and 1 queue, so i need to great another queue and give it a direct ivr number from the current 4 i have.
please help.SAP BCM 7.
Thanks
Sipho Rooi
Hi Sipho,
it is not very clear what is your problem - are tou trying to branch the IVR tranfer to different queues based on a called number? Could you outline the scenario, please?
Regards,
Dawood.
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Hi Dawood
Yes, i'm trying to branch the IVR tranfer to different queues based on a called number.
I have 4 IVR Numbers and 1 queue, so i what to create another queue for Helpdesk but this queue must only receive calls from only 1 of the 4 IVR number i have. There's a specific ivr number for the helpdesk queue.
Hi,
not sure how your IVR looks like (automatic/manual selection) but try to use IF statement and TRANSFER statement. In the IF statement, query {BNUMBER} which should containt the currently call number in the IVR. Check documentation at Data Items and Queries - System Configurator (SC) - SAP Library .
Hope this help - come back if not 🙂 .
Regards,
Dawood.
Hi,
you can copy IVR application, however, you cannot assign same phone number to several CCtr objects, of course - so as you wrote, you can assign the one number to the copied IVR. Don't forget to assign CEM instance and activate it.
What do you want to do in the Helpdesk IVR, do you really need it? You can assign the number to the very helpdesk queue - having an IVR in front of it is not a prerequisite.
Could you outline the scenario a bit more, what would the Helpdesk IVR actually do? If you only need to play some prompts, this can be done also using queue schedules.
Regards,
Dawood.
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