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

[Tanner Ezell]

I will defer that to a recent posting to the support forums:
https://supportforums.cisco.com/discussion/12430506/uccx-callback-script-10x

Ultimately, we found a dramatically better way to accomplish the same thing
with a lot more flexibility in terms of reporting, functionality and
license requirements.

On Fri, Mar 27, 2015 at 9:06 AM, Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> 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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>>> cisco-voip at puck.nether.net
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>>>
>>>
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