[cisco-voip] Cisco UCCX question

[Anthony Holloway]

Everyone should know that the way the post call treatment works in Finesse
is flawed in two ways:

1) The Agent, not the caller, must initiate the disconnect, and it must be
done from the Finesse End button, not from the headset, or IP Phone.

2) The end call but is effectively changed to a transfer button.  So, if
the Agent conferences in another person to assist and then tries to drop
out of the conference, they will end up transferring the conference to the
survey.

I'm not saying that you shouldn't use it, but you should know this before
deploying or promising it.  Cisco should have done a better job
implementing this.

On Wed, Sep 19, 2018 at 2:53 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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