<div><div>You could have UCCX automatically call people back for survey's.</div><div><br></div><div>Just before connecting to the Agent (so you have their agent ID if you wanted it), you "randomly" select your survey participants, and do the following:</div>
<div><br></div><div>"You have been selected for a post call customer satisfaction survey, would you like to participate? [caller says "yes" because you're baller and purchased ASR] Great! Our automated survey will call you back at a time and number convenient to you. Let's start by getting a phone number for us to reach you back at. [caller says "5551212"] Thanks, and what time works best with your schedule? [caller says "4:00 pm"] Excellent! We'll now connect you to the Agent."</div>
<div><br></div><div>Now you write that to an external DB (with the agent ID), and you have a scheduled task setup to read the survey entries, and if one or more participants need to be called back, you access the UCCX HTTP trigger [<a href="http://10.1.1.1:9080/survey?number=5551212]that">http://10.1.1.1:9080/survey?number=5551212]that</a> calls the person back, asks them questions, then you write the responses to the external DB.</div>
<div><br></div><div>Of course if you don't have premium, for ASR or HTTP triggers, there's still another option for automated callbacks of surveys, but it's harder to explain via e-mail.</div><div><br></div><div>
Have fun!</div><div><br></div><div>-Anthony<br><br><div class="gmail_quote">On Thu, Oct 13, 2011 at 12:43 PM, Bill Riley <span dir="ltr"><<a href="mailto:bill@hitechconnection.net">bill@hitechconnection.net</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;"><div lang="EN-US" link="blue" vlink="purple"><div><p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">We are using UCCX 8.5<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"><u></u> <u></u></span></p><div><div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in"><p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt"> Wes Sisk [mailto:<a href="mailto:wsisk@cisco.com" target="_blank">wsisk@cisco.com</a>] <br>
<b>Sent:</b> Thursday, October 13, 2011 11:11 AM<br><b>To:</b> Bill Riley<br><b>Cc:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Subject:</b> Re: [cisco-voip] Remove hook switch functionality<u></u><u></u></span></p>
</div></div><div><div></div><div class="h5"><p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal">CVP 8.5 seems to have a new feature for post call survey:<u></u><u></u></p><div><p class="MsoNormal"><a href="http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.html" target="_blank">http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.html</a><u></u><u></u></p>
</div><div><p class="MsoNormal">Release Notes for Cisco Unified Customer Voice Portal, Release 8.5(1)<u></u><u></u></p></div><div><p class="MsoNormal"><u></u> <u></u></p></div><div><p class="MsoNormal"><a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/srnd/8_5x/cvp85srnd.pdf" target="_blank">http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/srnd/8_5x/cvp85srnd.pdf</a><u></u><u></u></p>
</div><div><p class="MsoNormal">page 5-25<u></u><u></u></p></div><div><p class="MsoNormal"><u></u> <u></u></p></div><div><p class="MsoNormal">/wes<u></u><u></u></p></div><div><p class="MsoNormal"><u></u> <u></u></p><div><div>
<p class="MsoNormal">On Oct 13, 2011, at 10:54 AM, Bill Riley wrote:<u></u><u></u></p></div><p class="MsoNormal"><u></u> <u></u></p><div><div><p class="MsoNormal"><span style="font-size:11.0pt"> We are implementing a post call survey using UCCX. We have modified the answer/drop button in CAD to send the call to the survey script. I see that I can modify the connected status softkey to remove end call as an option. Is there any way to remove the hook switch to end the call? We want to force the agents to use the CAD button.<u></u><u></u></span></p>
</div><div><p class="MsoNormal"><span style="font-size:11.0pt"> <u></u><u></u></span></p></div><div><p class="MsoNormal"><span style="font-size:11.0pt"> <u></u><u></u></span></p></div><p class="MsoNormal">_______________________________________________<br>
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