[cisco-voip] UCCX Post Call Survey transfer problem

[Bill Riley]

Thanks for your help Anthony. What you described below is exactly what is happening.  The business units do not want to prompt the customer for the option to take the survey. They would like 100% of the calls to be sent to the survey. This does sound exactly like a consultative transfer but in the desktop admin it actually says blind transfer as the option which is why the results are unexpected. The time window is between 1.5 and 2 seconds. It happens enough that the agents complain about it.

 

I am ok with the error message, I can deal with that and get acceptance. It’s the fact that the agent will be able to take their own survey  and are not going back into the ready state to take calls. 

 

 

>From the Desktop Work Flow Help:

 

Call Control actions include: 

 

Answer. The Answer action answers an inbound call.

Blind conference. The Blind conference action conferences the active call with a predefined phone number.

Blind transfer. The Blind transfer action transfers the active call directly to a predefined phone number. The call is transferred to that number and the agent is no longer connected to the call.

The Blind Transfer call control action includes a configurable delay time, if one is needed. The Transfer Delay field is not enabled for any other call control action.

Call. The Call action calls a predefined phone number.

Drop. The Drop action disconnects an active call.

Single-step conference. The Single-step conference action conferences the active call by specifying the number with which the agent wants to conference the call. The call is conferenced directly with the third party.

Single-step transfer. The Single-step transfer action transfers the active call by specifying the number to which the agent wants to transfer the call. The call is transferred directly to the third party and the agent is disconnected from the call.

Supervised conference. The Supervised conference action conferences the active call by specifying the number with which the agent wants to conference the call. The agent can either add the third party to the call without first speaking to him or her, or speak to the third party before actually completing the conference call. The agent can alternate between parties or complete the conference call.

Supervised transfer. The Supervised transfer action transfers the active call by specifying the number to which the agent wants to transfer the call. The agent can either hang up before the third party answers, or stay on the line and speak to the third party before actually transferring the call. The agent can switch between parties or complete the call transfer.

Touch tones. The Touch tones action enters numbers or symbols on the number pad during an active call.

These actions can be associated with an event, a rule, and a task button. For example, a task button could be configured

 

From: avholloway at gmail.com [mailto:avholloway at gmail.com] On Behalf Of Anthony Holloway
Sent: Thursday, November 17, 2011 2:21 PM
To: Bill Riley
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX Post Call Survey transfer problem

 

To be fair, it's not CAD that holds the call, so it's more of a CTI/Phone problem, than a CAD one.  Also, I don't believe there is such a thing as blind transfer in CAD, rather it's a very quick consultative transfer.  I have never actually tried to hangup during a CAD blind transfer process, but I would imagine that is a window of only a second or less.  How often is this happening?

 

The behavoir you are describing sounds like:

1.	The caller gets put on hold in preparation for the transfer
2.	The IVR route point is dialed, and then answers
3.	The caller hangs up
4.	Now only the Agent's phone is talking to the IVR
5.	Then when the transfer attempts to complete (the button click has set the process in motion), because the call is lost, the error displays

And that actually all sounds like correct behavoir.  Or, expected behavoir.  You could replicate this with three phones, and you should see the same behavoir, sans the CAD error.

 

Could you solve this by having the Agent confirm that the caller is actually willing to take the survey before they transfer.  Even something as small as: "I am going to transfer you now, ok?"  Then when the caller says "ok" back to the Agent, the Agent transfers.  Or is a surprise survey the only option?

 

Lastly, you could stop with the Answer/Drop solution and just have the Agent perform a regular transfer, which would eliminate the CAD error.  But I have a feeling you were there once, and are trying to enhance the solution with the blind Answer/Drop transfer.

 

-Anthony 

 

 

On Thu, Nov 17, 2011 at 1:28 PM, Bill Riley <bill at hitechconnection.net> wrote: 

 

 

Running UCCX 8.5 SU1. Just implemented a post call survey by modifying the answer / drop button to blind transfer the PSTN caller to a IVR script. Survey is working fine but now what is happening is when the agent hits the transfer button and the caller does not want to take the survey the PSTN caller is disconnecting during the transfer to the survey. Instead of the call dropping the agent is being connected to the survey system and getting an error from CAD that the workflow could not be completed. I can deal with the workflow error but having the agent connected to the survey system is not going to work. Why would UCCX / CAD not just drop the call instead of connecting the agent?

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