[cisco-voip] Cisco UCCX question

[Brian Meade]

Shouldn't need Premium or External DB.

On Thu, Sep 20, 2018 at 7:44 PM Ahmed Abd EL-Rahman <
Ahmed.Rahman at bmbgroup.com> wrote:

> So this setup doesn’t need external DB or premium license (we have
> enhanced license)? Or all this can be done using only the CCX server ?
>
>
>
>
> *BR*
> *Ahmed Abd EL-Rahman*
> *Senior Network Engineer*
>
> Sent from my iPhone
>
> On Sep 21, 2018, at 12:34 AM, Brian Meade <bmeade90 at vt.edu> wrote:
>
> 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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