[cisco-voip] Cisco UCCX question

[Brian Meade]

You just use Post Call Treatment to send calls to a survey application and
then store each result as an Enterprise Variable.  You can then create a
Call Custom Variable report using those parameter names to display the
results.

On Thu, Sep 20, 2018 at 4:47 AM Ahmed Abd EL-Rahman <
Ahmed.Rahman at bmbgroup.com> wrote:

> Hi  Brian,
>
> Your idea doesn’t need external DB or premium license? Could you please
> give me more details on callflow/scripting/reporting to achieve the needed
> results.
>
>
>
>
> *BR*
> *Ahmed Abd EL-Rahman*
> *Senior Network Engineer*
>
> Sent from my iPhone
>
> On Sep 20, 2018, at 1:57 AM, Brian Meade <bmeade90 at vt.edu> wrote:
>
> 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
>> _______________________________________________
>> cisco-voip mailing list
>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>
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