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

[Anthony Holloway]

Tanner!  You can't just drop a bomb like that and not defend your
position.  Why is it a really sucky way?

On Fri, Mar 27, 2015 at 11:05 AM Tanner Ezell <tanner.ezell at gmail.com>
wrote:

> 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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>>
>>
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