how to modify gad disconnect button to add script to route to IVR

NICE CXone API & Integrations
1

Hi,

I have a question about GAD,

request:
if agent press disconnect button, they want to route to IVR to provide survey for business needed and after that agent will get disconnected.

my question is:
how to modify gad disconnect button to add script to route to IVR?

please advice,

rgds/akmal

2

Hi,

Sorry but such customization of GAD isn’t officially supported. It should be possible to directly modify particular GAD JSP page to achieve such behavior but that’s a bit tricky operation. Plus you will loose support and in theory such modification could be treated as illegal.

What about adding new tab or button and teach the agents to use that button to finish the call instead of standard “Disconnect” button?

R.

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