[cisco-voip] UCCX 8.5x. - Total Unique Calls Presented -To see how many callers are actually utilizing the call back Feature

[Tanner Ezell]

Just to throw my hat in the ring here, it is my opinion using the Campaign
APIs are a really sucky way of implementing this feature.

On Fri, Mar 27, 2015 at 8:45 AM, Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> What is LMG?
>
> The problem is, you cannot mark a contact as handled manually at the ACD
> level, only at the IVR level.  So, depending on the report you run, it
> might say handled (app reports) or it might say dequeued (csq reports).
>
> Use one of the 10 custom reporting fields to insert meta data about the
> call, and then you can run the Custom Call Variable report to see who has
> been selecting the callback option.
>
> Alternatively, since this whole callback things was pre API's, you can now
> just inset call back requests into an existing "always on" callback
> campaign, and your Agents will receive it as an actual outbound call and
> not a CTI Port to CTI Port to Redirect call.
>
> On Fri, Mar 27, 2015 at 10:39 AM Max Harmony <bmaxim88 at gmail.com> wrote:
>
>> Anthony et All,
>>
>> All calls come into the AA and are marked as presented, if the caller
>> picks the call back feature, that call is then marked de-queued.  So right
>> now, the call looks like it shows presented, dequeued, presented again and
>> then handled so it is hard to tell how many true unique calls actually
>> present to LMG.
>>
>> I am interested in having that call presented and marked as presented and
>> then handled once the call is taken care of instead of the way it is set up
>> now.
>>
>> I am thinking to achieve this by creating a new CSQ "web callback" , has
>> anyone ran into this issue and what other options would you consider
>>
>> Would this new CSQ also allow better reporting to see how many callers
>> are actually utilizing the call back feature.
>>
>> --
>> Grace Maximuangu
>>
>> CloudPOP/InvictaCloud
>> www.cloudpop.com
>>
>>  *“Go beyond your limits, push yourself, be the best you can be.*
>> *Experience new cultures, broaden your horizons, stay connected.”*
>>
>>
>>
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