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

[Anthony Holloway]

Agents transferring back in is no issue.  We do this for post call surveys
and can write CCV for those.  It's specifically for script to script
transfers where I cannot do what I need to do.  I like your thought on
Context Service, and possibly tracking a customer journey that way.  Seems
well suited for the task at hand.  However, there's no reporting in CS
today, and so it will be a disconnected API call with a CUIC report for the
Reporting Personnel.  I was looking for a Call Custom Vairable Stock Report
solution, though I'll keep this in mind.  Thanks!

On Wed, Jul 19, 2017 at 2:31 PM Pawlowski, Adam <ajp26 at buffalo.edu> wrote:

> I'm handling this more-or-less using Bill's suggestion to set the session
> and recall it later. Transferring between scripts is done by releasing the
> contact back to the UCM and ponging back in off of a RP or similar that
> holds another trigger. Or it's done by the agents when they get a call
> that's destined for another area, and they just hit transfer on their phone.
>
> You just need a key as the scripts have no idea about what's going on
> between each other without using a subflow or some other contact
> information to recognize what you're working with between executions. I use
> the calling party number but, since we can't necessarily trust this
> information we don't have anything sensitive in session data.
>
> It is very frustrating to watch a call be transferred between scripts and
> see the call time and data stack up on the agent's end but you can't get at
> that "logic" from the application. I suppose this makes it painfully
> obvious that the platform is more or less intended for a solitary
> application and not really different organizational silos in the same
> appliance.
>
> I'm not sure if the new context aware stuff will be of any value here. I
> hope so, it would be nice to be a little bit cleaner in the background.
>
> Best,
>
> Adam
> SUNYAB NCS
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