I don't know why they bothered to ask for your account number if they had no mechanism for passing the info back to the attendant. What I do know is that at present there are very few systems capable of passing information collected by the IVR back to the attendant. Among my customers only one can do it. They have a switch, an IVR and a live op system all from the same manufacturer. The IVR and the live op screens run off the same SQL database, and there is a whole other "call gateway" app that watches the IVR, the switch and the live ops to see which call lands where.
If someone has an off the shelf switch, another vendor's IVR and yet another program for the op screens, I can't imagine that they could all work together. At least not now. Maybe some day there will be a standard for passing info from IVR to live attendants. Looking back on my former rants in the newsgroup over umpteen years I see that many have been solved over time and with improvements in technology. Lets hope this is one of those.
- R> I telephoned a large business today. As usual, the answering machine
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