Transfer Caller to Second Level IVR With Optional Private Data Collection

To transfer the call to an IVR

first, In the Transfer dialog Box, Change the Destination to IVR and click on one of the Available IVRs.

Note: When  transferring a caller to an IVR , you may also  enter transfer information pertaining to the caller in the transfer information dialog box. This information is delivered to an IVR, stored in memory (and may optionally be used by that IVR application if configured to do so) , and returned to you or another agent again for reference if/when the caller is returned to queue.

Note: Pertinent agent details are also automatically appended to the data fields so as to identify which agent transferred the call to the IVR.

Note: If there are no available IVRs then only three Destinations would be available to transfer to. There must be an available IVR in order to transfer the call to an IVR.

Private Data Collection:

If your intent is to send the caller to a Private Data Collection session, you may select the For Private Data Collection checkbox when transferring to a second level IVR. Private Data Collection IVR applications allow an agent to send a caller to an IVR to enter in private data (i.e. credit card number) so that the caller doesn't have to speak it to the agent, and so that the agent cannot hear the keypad entry. 

When a caller has been transferred to an IVR for private data collection, the agent will remain in "busy on call" status and will be able to see IVR callflow progress made by the caller by way of messaging (as configured in the IVR application) . When the IVR application reaches its end, the caller will be reconnected to the agent instantly

When you click OK to complete the transfer, the caller is immediately connected to the IVR application (no ringtones or transfer clicking sounds)