<div dir="ltr">Everyone should know that the way the post call treatment works in Finesse is flawed in two ways:<div><br></div><div>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.</div><div><br></div><div>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.</div><div><br></div><div>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.</div></div><br><div class="gmail_quote"><div dir="ltr">On Wed, Sep 19, 2018 at 2:53 PM Tooze-Froggatt, Peter (ISS) <<a href="mailto:p.tooze-froggatt@lancaster.ac.uk">p.tooze-froggatt@lancaster.ac.uk</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Hi Ahmed,<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">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.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Two great posts on the Cisco forums that details this, with examples, are:<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><a href="https://community.cisco.com/t5/contact-center/post-call-survey-10-6/td-p/2804109" target="_blank">https://community.cisco.com/t5/contact-center/post-call-survey-10-6/td-p/2804109</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">and<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><a href="https://community.cisco.com/t5/contact-center/postcall-survey-help-with-uccx7/td-p/2417969" target="_blank">https://community.cisco.com/t5/contact-center/postcall-survey-help-with-uccx7/td-p/2417969</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">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.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">You may also want to look at this for post call treatment, which is how to get that call to the post call script:<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><a href="https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html" target="_blank">https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#767171">Kind Regards,</span><span style="color:#1f497d"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#767171"> </span><span style="color:#1f497d"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#767171">Peter Tooze-Froggatt</span><span style="color:#1f497d"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#767171"> </span><span style="color:#1f497d"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#767171">ISS Network Specialist – Telephony and Unified Communications</span><span style="color:#1f497d"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#767171">Lancaster University</span><span style="color:#1f497d"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#767171"> </span><span style="color:#1f497d"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#767171">+44 01524 510019</span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u><u></u></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri",sans-serif"> cisco-voip <<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>>
<b>On Behalf Of </b>Ahmed Abd EL-Rahman<br>
<b>Sent:</b> 19 September 2018 08:00<br>
<b>To:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
<b>Subject:</b> [cisco-voip] Cisco UCCX question<u></u><u></u></span></p>
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<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Hi Gents, <u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">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.<u></u><u></u></p>
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<p class="MsoNormal">-Scenario:<u></u><u></u></p>
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<p class="MsoNormal">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. <u></u><u></u></p>
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<p class="MsoNormal">After that reports should be exported indicating how callers evaluate each agent.<u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">So here is my questions:<u></u><u></u></p>
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<p class="MsoNormal">- How to implement this setup (even an overview).<u></u><u></u></p>
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<p class="MsoNormal">- Does this setup needs integration with any type of external servers or it can be implemented using only the existing UCCX servers?<u></u><u></u></p>
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<p class="MsoNormal">- What’s the needed license level (enhanced, premium,.....) to implement that setup?<u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">Thanks <u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal"><i>BR</i><u></u><u></u></p>
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<p class="MsoNormal"><i>Ahmed Abd EL-Rahman</i><u></u><u></u></p>
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<p class="MsoNormal"><i>Senior Network Engineer</i><u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
</div>
<p class="MsoNormal">Sent from my iPhone<u></u><u></u></p>
</div>
</div>
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