[cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Anthony Holloway]

Yes, but I'll hear what you have to say nonetheless.

On Tue, Jul 18, 2017 at 4:23 PM Ryan Huff <ryanhuff at outlook.com> wrote:

> I assume you are looking for a solution solely within the confines of
> ccx/cuic, without invoking the assistant of CUCM?
>
> Sent from my iPhone
>
> On Jul 18, 2017, at 5:13 PM, Anthony Holloway <
> avholloway+cisco-voip at gmail.com> wrote:
>
> I'm working on a menu selection tracking solution, which survives across
> transfers between department IVRs.  It's not going well.  In fact, I'm 99%
> positive it's not possible, and I might have to look outside of UCCX to
> solve this.  I.e., DB or WS integration
>
> Scenario: Caller dials Main Line script, selects option 7 for Help Desk,
> caller gets transferred via Call Redirect step to the Help Desk script,
> selects option 2 for password reset, then speaks to an Agent.  Each script
> is writing CCV1 with the menu selections made during the script execution.
>
> I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0
> is written immediately after the transfer to the Help Desk, and includes
> the CCV value of 7.
>
> However, and here's the unexpected part, the Session Seq Num 1 is also
> written to the CCD table at the same time, with the same CCV value: 7,
> despite the call still being active on the second script.  Then when the
> call is disconnected, the CCV does not change or get updated for the
> Session Seq Num 1, which was already written to the CCD table.
>
> Example CCD Record Set - This query was ran while the call was active on
> the second leg (seq num 1) and before the call reached an Agent).
>
> admin:run uccx sql db_cra select limit 2 startdatetime, sessionid,
> sessionseqnum, applicationname, applicationtaskid, originatordn,
> callednumber, customvariable6 from contactcalldetail where originatordn
> like '%16125551212' order by startdatetime desc
> STARTDATETIME            SESSIONID    SESSIONSEQNUM  APPLICATIONNAME
> APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1
>
> ------------------------------------------------------------------------------------------------------------------------------------
> 2017-07-18 20:36:57.856  50000326646  1              HelpDesk
>  47000343967        +16125551212 <(612)%20555-1212>  +16125551313
> <(612)%20555-1313>  7,
> 2017-07-18 20:36:36.872  50000326646  0              MainLine
>  47000343963        +16125551212 <(612)%20555-1212>  +16125551313
> <(612)%20555-1313>  7,
>
> Recall that both records are written to the CCD table after the transfer
> from the Main Line to the Help Desk, but while the call is still active on
> the Help Desk script, and before the call is sent to the Agent.
>
> Anyway, all of your thoughts, opinions, confirmations and disputes are all
> welcomed.  Thanks.
>
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