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

Wed Jul 19 17:25:50 EDT 2017

This screen shot is just from some stuff we're playing around with but it
should give you an idea of what data we can capture. What's cool about this
is that we see when users select options that are not mapped so you can get
a sense of how many times at menu does someone except an option 0 when one
isn't programmed.

A call by call detail would be pretty straight forward, particularly in
ContactView graphs where you'll get a visual mapping on top of the script
representation. I can do something like this for regular AEF type scripts
but we'll probably want a way to give these a nice identifier either
through a specially formatted comment or Label value.

What are your thoughts on something like that?

On Wed, Jul 19, 2017 at 2:15 PM, Bill Talley <btalley at gmail.com> wrote:

> ✋️
>
> The critical piece to our clients would be the report format both in
> summary format and call-by-call detail.
>
> For example, a summary report would show how many callers pressed 1, 2, 3,
> etc during the selected reporting range, whereas call detail report would
> show menu selections at each menu during a specific call.  To me, that's a
> significant deficiency when using custom call variables.
>
> Sent from a mobile device with very tiny touchscreen input keys. Please
> excude my typtos.
>
> On Jul 19, 2017, at 4:07 PM, Tanner Ezell <tanner.ezell at gmail.com> wrote:
>
> Out of curiosity, who or their customers would be interested in a drop in
> solution that would automatically perform menu option and flow reporting
> without much if any modification to scripts?
>
> Essentially you would drop in an application, turn it on, and it would
> begin reporting on menu selections (valid and invalid) automatically
> without using custom call variables? The only thing you'd probably want to
> change at the script level would be to add some kind of identifier, i.e:
> "Customer Service Main menu", for reporting purposes.
>
> On Wed, Jul 19, 2017 at 2:00 PM, Anthony Holloway <
> avholloway+cisco-voip at gmail.com> wrote:
>
>> There's advantages and disadvantages to both, for sure.  If I in fact did
>> a call subflow, I feel confident I would not have this issue, but then I
>> will lose reporting for calls which enter the second script.  I.e., Calls
>> presented.  So, double edge sword here.  Thanks for the suggestion though.
>>
>>
>> On Wed, Jul 19, 2017 at 9:45 AM Blakeman, Stephen <blakeman at ohio.edu>
>> wrote:
>>
>>> I remember having an issue with going between UCCX scripts and was
>>> advised to not do the Call Redirect but instead use the Call Subflow step
>>> from TAC. Not sure if that would help or not. Our issues were having to do
>>> with trying to deliver calls to agents on the second(transferred) script. I
>>> changed to the Call Subflow and the issues went away for me.
>>>
>>>
>>>
>>> *From:* cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] *On
>>> Behalf Of *Anthony Holloway
>>> *Sent:* Tuesday, July 18, 2017 5:13 PM
>>> *To:* Cisco VoIP Group <cisco-voip at puck.nether.net>
>>> *Subject:* [cisco-voip] UCCX Custom Call Variables - Script to Script
>>> Transfers
>>>
>>>
>>>
>>> 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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>>
>>
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