[cisco-voip] Remove hook switch functionality

[Anthony Holloway]

You could have UCCX automatically call people back for survey's.

Just before connecting to the Agent (so you have their agent ID if you
wanted it), you "randomly" select your survey participants, and do the
following:

"You have been selected for a post call customer satisfaction survey, would
you like to participate? [caller says "yes" because you're baller and
purchased ASR] Great! Our automated survey will call you back at a time and
number convenient to you.  Let's start by getting a phone number for us to
reach you back at. [caller says "5551212"] Thanks, and what time works best
with your schedule? [caller says "4:00 pm"] Excellent!  We'll now connect
you to the Agent."

Now you write that to an external DB (with the agent ID), and you have a
scheduled task setup to read the survey entries, and if one or more
participants need to be called back, you access the UCCX HTTP trigger [
http://10.1.1.1:9080/survey?number=5551212]that calls the person back, asks
them questions, then you write the responses to the external DB.

Of course if you don't have premium, for ASR or HTTP triggers, there's still
another option for automated callbacks of surveys, but it's harder to
explain via e-mail.

Have fun!

-Anthony

On Thu, Oct 13, 2011 at 12:43 PM, Bill Riley <bill at hitechconnection.net>wrote:

> We are using UCCX 8.5****
>
> ** **
>
> *From:* Wes Sisk [mailto:wsisk at cisco.com]
> *Sent:* Thursday, October 13, 2011 11:11 AM
> *To:* Bill Riley
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] Remove hook switch functionality****
>
> ** **
>
> CVP 8.5 seems to have a new feature for post call survey:****
>
>
> http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.html
> ****
>
> Release Notes for Cisco Unified Customer Voice Portal, Release 8.5(1)****
>
> ** **
>
>
> http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/srnd/8_5x/cvp85srnd.pdf
> ****
>
> page 5-25****
>
> ** **
>
> /wes****
>
> ** **
>
> On Oct 13, 2011, at 10:54 AM, Bill Riley wrote:****
>
> ** **
>
>                 We are implementing a post call survey using UCCX. We have
> modified the answer/drop button in CAD to send the call to the survey
> script. I see that I can modify the connected status softkey to remove end
> call as an option. Is there any way to remove the hook switch to end the
> call? We want to force the agents to use the CAD button.****
>
>  ****
>
>  ****
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip****
>
> ** **
>
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