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

[Anthony Holloway]

No, not 8.5.  I think you have to be on version 9.0 or 10.0 to get it.
Some APIs were introduced in 9 and then more were introduced in 10, and I
cannot recall which APIs came out with which version.

On Fri, Mar 27, 2015 at 1:07 PM Max Harmony <bmaxim88 at gmail.com> wrote:

> 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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