[cisco-voip] Cisco UCCX question

[Brian Meade]

You can do it with Call Custom Variables Report and using Enterprise
Parameters as a cheap/quick solution.

On Wed, Sep 19, 2018 at 3:53 PM Tooze-Froggatt, Peter (ISS) <
p.tooze-froggatt at lancaster.ac.uk> wrote:

> 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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>
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