[cisco-voip] UCCX Post Call Survey transfer problem

[Anthony Holloway]

As for Agents taking their own survey, you can easily script around that
I'm sure.  A combination of caller ID, plus arrival type should let you
know whose taking the survey.

The fact that you can configure a transfer delay screams consultative.

What about that other option down further: Single-step transfer?

I have never seen that before.  Phones do have a DirTfr softkey, which is
suppose to blind transfer a call.  Maybe it's similar.  Could be worth a
shot.

-Anthony

On Thu, Nov 17, 2011 at 2:34 PM, Bill Riley <bill at hitechconnection.net>wrote:

>  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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