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

[Max Harmony]

Thanks all for your contributions.
@Brian, you mentioned 2nd application/queue for call back, I already have
an application that points to this CallBack script, see attached below
unless your referring to something else?:
@Anthony, is this new campaign API feature supported in Version 8.5?


[image: Inline image 1]



On Fri, Mar 27, 2015 at 12:09 PM, Tanner Ezell <tanner.ezell at gmail.com>
wrote:

> 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.”*
>>>>>
>>>>>
>>>>>
>>>> _______________________________________________
>>>> cisco-voip mailing list
>>>> cisco-voip at puck.nether.net
>>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>>
>>>>
>


-- 
-- 
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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