Queue is display

[swaptoo]

Hi,

We have a customer that wants to see the queue the caller has chosen.
when the caller calls the system and the caller choose option 1 that is connected to 1 queue we see the Queue.
If the caller goes through multiple IVR's and endup in one queue the queue is not shown to the employee.

What are we dooing wrong?

 

[swaptoo]

nobody an idea?

 

[bitn2]

You can always see the queue the customer lands in—but naturally, not the one they originally selected in the IVR. Or am I misunderstanding this?

 

[swaptoo]

if a customer calls the number it will get in a IVR, if they choose lets say number 1 that lands in a queue the users sees the queue name on there display. but lets say they user choose 2 and than get into another ivr and chooses 1 the users does not see the queue the customer is comming from.

 

[paulodagraca]

Hello swaptoo,

So if I understand right, you did meniton the folowing:

Caller >> IVR_A >> Press 1 >> Queue_A >> does see the name Queue_A on the phone

Caller >> IVR_A >> Press 2 >> IVR_B >> Press 1 >>Queue_A >> does NOT see the name Queue_A on the phone

Is this correct?
What does the option 2 do?, what name do you see on the phone, is it IVR_B or something else ?

Paulo