Dan Clay owns a propane and propane accessories company in Dallas, Texas. Due to an increase in customer service calls, Dan builds an IVR that can determine if calls are placed during business hours.
If the office is closed, the IVR plays a message, asks the caller to leave a voicemail, and then hangs up. If the office is open, the IVR asks callers for input to determine if they want to discuss billing or something else. The IVR then transfers calls to one of two queues. If the caller has billing questions, the IVR collects the caller’s 5-digit account number, repeats it back to them for confirmation, and then transfers the call to billing.
However, Dan decides to edit his existing IVR and add an advanced feature. Previously, the account number collected from the caller could only be accessed via Prebuilt Reports. Now, he wants the account number injected into an agent’s script once the call has been re-queued.