Second Chance Experience Portal IVR

Last Updated : Dec 15, 2022 |

In Experience Portal IVR, you must set the flag in UUI if this call is in IVR for the second time. You must use the Update Context task instead of the Create Context task because the customer is already known.

Important:

For Second Chance Call Center Elite IVR, the Context ID must be parsed out from the incoming UUI data for later use in the Update Context task.

Agent matching

If the Specified Resource feature is specified at the IVR front-end, then ResourceMap and ServiceMap are populated in the context. If this call is transferred back for Second Chance IVR, the front-end overwrites the ServiceMap with the new values but leaves the ResourceMap unchanged. Therefore, the Assisted Service workflow matches against the specified resource from the original call.

If this is undesirable for a given customer, the ResourceMap must be explicitly removed from the OCDS context. For example, in the Assisted Service flow or the front-end app, the default out-of-the-box flow or app does not clear the ResourceMap.