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Deploying Avaya Oceana®
Post Call Survey overview
Avaya Oceana® provides the Post Call Survey feature. This feature shows how to integrate Avaya Oceana® with an external survey application to solicit feedback from a customer after the customer completes the call with an agent. This feature builds on the VDN Return Destination feature of Communication Manager to first direct the calls to a Survey Vector Directory Number (VDN) and then to an application such as Experience Portal.
When Communication Manager detects that the agent is dropped from a voice call, the customer is kept connected and is directed the configured survey application. Calls that terminate in coverage or callback must not connect to the survey application. Therefore, you must carefully administer the Vector Return Destination (VRD).
Avaya Oceana® provides a sample Experience Portal application named OceanaSurvey. This application is intended to demonstrate how to retrieve the following details to the customer:
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Account ID
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Agent ID of the agent who interacted with the contact
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Disposition of the contact
The caller is prompted for a rating from 0 to 9. This rating is stored in the customer’s journey along with the other context from the call.
The following diagram depicts the Post Call Survey flow:
When you configure this feature, you must correctly configure the Allow VDN Override parameter to ensure that callers get the survey at the right instances. For example, it is not desirable to provide a survey to a customer who has requested a callback without having spoken to an agent.
VDN Override is a Communication Manager Call Center Elite feature that allows information of the subsequent VDN where a call is routed, instead of the information of the previously-active VDN. If a VDN is configured with the Allow VDN Override parameter as no, it maintains ownership of the call throughout the routing process. Therefore, when the agent receives the call, all call data is transferred to this VDN.
The following configuration supplies a post call survey to the caller in the following situations:
|
Survey Applied
|
Vector
|
Comment
|
|---|---|---|
|
Yes
|
Ingress > Routing
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Agent surplus
|
|
Yes
|
Ingress > Treatment > Routing
|
Call surplus
|
|
No
|
Ingress > Treatment > Callback
|
Caller requests callback
|
|
No
|
Ingress > Treatment > Coverage
|
Caller chooses to leave a voicemail
|
|
No
|
Ingress > Fallback
|
Routing error occurred or Avaya Oceana® out-of-service
|
|
Yes
|
Ingress > Routing > Transfer > Routing
|
Call transfer, Agent surplus
|
|
Yes
|
Ingress > Routing > Transfer > Treatment > Routing
|
Call transfer, Call surplus
|
|
No
|
Ingress > Routing > Transfer > Treatment > Callback
|
Call transfer and then callback
|
|
No
|
Ingress > Routing > Transfer > Treatment > Coverage
|
Call transfer and then voicemail
|
|
RONA not shown
|
-
|
RONA follows the above rules at any point
|
You must configure the Allow VDN Override and Return Destination parameters for Avaya Oceana® VDNs as follows:
|
VDN
|
Allow VDN Override
|
Return Destination
|
|---|---|---|
|
Ingress
|
Y
|
Not Set
|
|
Treatment
|
Y
|
Not Set
|
|
NoMedia
|
Y
|
Not Set
|
|
Routing
|
Y
|
Set to Survey VDN
|
|
RONA
|
Y
|
Not Set
|
|
Transfer
|
Y
|
Not Set
|
|
Fallback
|
N
|
Not Set
|
|
Callback
|
N
|
Not Set
|
|
Coverage
|
N
|
Not Set
|
|
Survey
|
N
|
Not Set
|
Note:
If survey is not required, it is recommended that you configure the Allow VDN Override parameters according to this table. However, the Return Destination parameter on the Routing vector can be omitted. With this configuration, customers can quickly enable or disable survey from a single setting.