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I am building a PVA Voice bot for a call center. I have the bot in a 24x7 queue and am using an expression to determine if it's during or after business hours. If it's after hours, I have a series of questions, conditions & flows to see if the caller is allowed to contact support after hours and talk to the on-call agent. What I want to have happen is that after I create a case via flow, I tell the user that I'm going to end the call and contact the after hours agent. This agent has an on call number that I want the bot to call and pass variables to or leave a vmail for the agent. I don't want the customer to stay on the line.
I've tried using the TransferCall Redirect option, but that doesn't seem to do what I was hoping and I only have on input of TargetPhoneNumber. I don't know if this is even possible with PVA but it's a requirement of the client. They are using PVA Voice for really an IVR and Virtual Agent combined.
Also, can anyone tell me what the difference is between Call an Action>Handoff to Omnichannel vs End the Conversation > Transfer to Agent? I'm using the Transfer to Agent which works fine and allows me to send a message on the conversation, but maybe I'm missing something on the Handoff.
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