[cisco-voip] Cisco UCCX question

[Tooze-Froggatt, Peter (ISS)]

Hi Ahmed,

In order to do this, I would recommend using an external database to store your results from the survey. You will need CCX Premium license in order to use the database subsystem. Essentially, you need to direct the call to another application when the call is hung up by the agent who answered the call, so they would need to say ‘please hold whilst you’re directed to the survey’, they hang up the call and the call is transferred to the survey script.

Two great posts on the Cisco forums that details this, with examples, are:

https://community.cisco.com/t5/contact-center/post-call-survey-10-6/td-p/2804109

and

https://community.cisco.com/t5/contact-center/postcall-survey-help-with-uccx7/td-p/2417969

You would setup an SQL server and have the results be written to that. You can then query and parse the information into whatever format you require.

You may also want to look at this for post call treatment, which is how to get that call to the post call script:

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html

Kind Regards,

Peter Tooze-Froggatt

ISS Network Specialist – Telephony and Unified Communications
Lancaster University

+44 01524 510019

From: cisco-voip <cisco-voip-bounces at puck.nether.net> On Behalf Of Ahmed Abd EL-Rahman
Sent: 19 September 2018 08:00
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Cisco UCCX question

Hi Gents,

I have a setup of UCCX 11.6 and I’d like to know the requirements of implementing a feature to enable the caller to have a an audio survey and export reports based on the caller inputs.
-Scenario:
After Call Center agent finishes talking to the caller he diverts the call to the a script (a survey) asking the caller some questions and records his answers which is normally numbers indicating he caller evaluation of the service he got from the agent.
After that reports should be exported indicating how callers evaluate each agent.

So here is my questions:
- How to implement this setup (even an overview).
- Does this setup needs integration with any type of external servers or it can be implemented  using only the existing UCCX servers?
- What’s the needed license level (enhanced, premium,.....) to implement that setup?

Thanks


BR
Ahmed Abd EL-Rahman
Senior Network Engineer

Sent from my iPhone
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