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

[Anthony Holloway]

Ryan,

I like the suggestion, and infact was along the lines of something I
thought about: resetting by making the call go through a non-UCCX
controlled device between transfers, but I don't quite like the complexity
it introduces, but more so, I don't like using CDR for reporting.  Thanks
for the suggestion nonetheless.

On Tue, Jul 18, 2017 at 5:20 PM Ryan Huff <ryanhuff at outlook.com> wrote:

> So, rather than transfer between applications; could you transfer into a
> CTIRp then CFWD to the recipient application trigger (assuming retain
> original calling party info is enabled)? Then use CAR to report/track hits
> to the CTIRp?
>
> Sent from my iPhone
>
> On Jul 18, 2017, at 6:15 PM, Anthony Holloway <
> avholloway+cisco-voip at gmail.com> wrote:
>
> 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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>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>>
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