IVR Routing Voice Survey Capabilities

IVR Routing Voice Survey Capabilities

prairieFyre Software Systems Engineering

Last Review

May 21st 2013

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IVR Routing Voice Survey Capabilities 2013

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IVR Survey Capabilities The following document describes how to use Contact Center Solutions and IVR Routing at add

caller surveys to your contact center call flows. This document is provided as is and as a

reference for available solutions.

Within this document, two survey types and two presentation types are described. The surveys

can be handled by an external survey company such as MindShare or DirectOpinions or by IVR

Routing call flows. Surveys can be presented to callers automatically through the IVR system

before they are transferred to a queue or can be offered by the agent prior to call termination.

Survey Types This section outlines the two types of surveys available using IVR Routing.

External Survey Provider

The External Survey Provider survey type requires the customer to contract out their voice

surveys to a third party company or provide their own third party application. Custom

Development provides third party survey integration with MindShare (www.mshare.net).

The solution requires the system or the agent to transfer the caller to an external number

provided by the third party company in order to present the survey. Reporting and business

intelligence is provided by the third party and is not integrated natively to prairieFyre Contact

Center Management reports.

Internal IVR Survey Provider

The Internal IVR Survey Provider type requires an IVR call flow to be built using menus, sub

menus, and/or collected digits for caller responses. This information can be reported on by

either using built in Contact Center Management reports such as the Menu by Branch report or

by using the query activity to write information to an external data source (such as SQL) and be

reported on using the data source provider reporting suite (such as SQL Server Reporting

Services, SSRS).

Note: In order to leverage IVR Routing as the survey provider you must have version 6.0.1 or

higher.

Presentation Types This section outlines two methods for presenting the caller with the option to participate in a

survey: automatic and manual.

http://www.mshare.net/


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Automatic

The customer is presented with an option in the main call flow to agree to participate in a survey

(or the survey is automatically selected) before being transferred to a queue. The call flow sets a

custom variable which is sent to a Custom Development Contact Center Client plugin. If the flag

is set for the customer to participate in the survey, when the agent presses the terminate button

the call is transferred to the survey provider (IVR Routing or External).

Alternatively, as of IVR Routing 6.0.1 and the introduction of outbound call flows, caller

information is gathered within the call flow upfront and the information is stored in a database.

The caller is presented with options, such as their preferred date and time to be recalled and

their preferred recall phone number. The outbound call flow queries this database and

automatically calls the customer back and presents them with survey options. This can be

customized to recall a customer automatically after a set period, such as 24 hours after their

agent interaction.

A third option is leveraging Mitel Communications Director (MCD) release 6.0 or higher which

includes the Call Coverage Services feature. Call Coverage Services allows contact centers to

configure agent hang-up redirection to transfer calls to IVR Routing instead of ending the call.

For more information on Call Coverage Services integration with IVR Surveys please see MCD

Call Coverage Services.

Manual

For manual presentation, the customer is prompted by the agent for their consent to participate

in the survey. Once the call is complete, the agent asks the caller to remain on the line and then

transfers to the call to the survey provider (IVR Routing or External. This can be achieved using a

blind or supervised transfer or by using a button pre-programmed on their IP set.

Solution Examples The following examples outline combinations of the above survey types and presentation

methods.

External Survey Provider using Automatic Presentation

This example uses an external survey provider (MindShare) and presents the caller automatically

with a survey. The caller enters the main call flow and, prior to being transferred to a queue, is

presented with a subroutine that asks for their consent to participate in an after call customer

satisfaction survey.

The following figure depicts a suggested call flow setup for this survey provider type.


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Figure 1 Main Call Flow

Figure 2 displays a suggested prompt for survey subroutine setup.

Figure 2 Prompt for Survey Subroutine


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The query activity shown in this subroutine sets the Caller Survey Flag variable to 1 for yes or 0

for no. This variable is then sent to the agent’s Contact Center Client Custom Development

plugin so that when the terminate button is pressed the call is either transferred to MindShare

or disconnected.

External Survey Provider using Manual Presentation

In this example we are utilizing an external survey provider (MindShare) and presenting the

caller manually with the survey. Once the call has completed the agent simply blind or

supervised transfers the call to the external MindShare number. It would be highly

recommended to provide a speed dial number, or a button appearance on the agent phones to

simplify the transfer process.

Internal IVR Survey Provider using Automatic Presentation

In this example we are utilizing IVR as they survey provider and presenting the caller

automatically with the survey. The caller enters the main call flow, and prior to being

transferred to a queue is presented with a subroutine which prompts for their consent to an

after call customer satisfaction survey.

The main call flow would be similar to the following Figure 3 Main Call Flow.

Figure 3 Main Call Flow


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While the subroutine prompting the caller for their decision would be similar to the following



The query activity shown in this subroutine sets the Caller Survey Flag variable to 1 for yes, or 0

for no. This variable is then sent to the agents Contact Center Client Custom Development plugin

so that when the terminate button is pressed the call is either transferred back to IVR or

disconnected.

A typical survey IVR call flow would appear similar to the following Figure 5 Typical Survey Call

Flow. This example would leverage internal IVR reporting. Alternatively Collect Digit activities

could be used to collect the caller response then written to a database using the Query activity.

Reporting would be handled by that database providers reporting services (such as SQL Server

Reporting Services, SSRS) as in Figure 6 Survey using Collect Digits and External Database.


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Figure 5 Typical Survey Call Flow


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Figure 6 Survey using Collect Digits and External Database

Internal IVR Survey using Manual Presentation

In this example we are utilizing an IVR call flow as the survey provider and presenting the caller

manually with the survey. Once the call has completed the agent simply blind or supervised

transfers the call to the Hunt Group or Port servicing this call flow. It would be highly

recommended to provide a speed dial number, or a button appearance on the agent phones to

simplify the transfer process.

MCD Call Coverage Services As of release 6.0 for Mitel Communications Director (MCD) the Call Coverage Services feature

has been available. Similar to a class of service you may configure different Call Coverage

Services numbers for different devices. By default every agent and extension will be configured

with Call Coverage Service 1. Within the Call Coverage Services configuration administrators can

program a Post Call Destination which allows for calls to be redirected to a dialable number (DN)

within the organization when the device (not the caller) hangs up. This can be enabled or


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disabled for internal or external calls and typically should be enabled for external calls only

during production.

The Call Coverage Service number is specified on a per-agent (when hot desk) or per extension

through the Users and Device configuration page. This means that different agents can have

calls sent to different IVR Surveys. While this is the most reliable means for sending calls to an

IVR Survey, some flexibility and reliability is lost.

The Post Call Destination feature impacts IVR Surveys primarily when IVR Routing is leveraged

for up-front messaging or caller routing. Based upon the queue IVR will send the call to, IVR

Routing can provide different surveys for different business lines. This is achieved by storing

information about the caller (ANI, Date/Time) before transferring them to a queue. The method

of storing information before routing is not 100% reliable as customers with blocked ANI’s or

calling from a corporate number with Calling Party Number (CPN) modification applied will

cause adverse effects with the survey switching.

Previously the ability to capture the caller ANI in addition to the handling agent automatically

and reliably was difficult to achieve. With Call Coverage Services this has been greatly simplified

and has become much more reliable. The handling agent information is now easily available

through the redirect number supplied to IVR Routing when a call is transferred to the call flow.

There are limitations to this feature which must be understood prior to deciding to leverage Call

Coverage Services as a redirect to an IVR Routing survey:

1. Only the agent ID and ANI are available in the survey, no DNIS, path, or previous

information collected from the upfront routing is available for survey utilization.

2. Automatic survey offering (different business lines based off upfront IVR Routing

decisions) is not 100% reliable if customers have identical or blocked ANI’s


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IVR Routing Voice Survey Capabilities

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