Agent information after call survey

Hi All,
In an ipcc 8.0 deployed with CVP 8.0.3, I need to transfer information from ICM to CVP after agent hangs up and customer is transferred automatically to an IVR CVP survey. (using automatic post call survey feature of CVP)
I have tried to fetch information from Termination_Call_Detail using RouterCallkey however by the time the caller is in the Survey script, agent ID and extension were still not written to TCD.
which table you recommend to use to get agent ID and extension in real time.
Thanks in advance,
Cheers!

My recommendation is to customize your agent desktop to attach that information to the call data once the call is answered.
david

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Post call survey subflow script after agent hangs up?

Hi,
I am trying to have the caller, whom is remaining on the line, sent to a post call survey subflow after the agent hangs up. However, the main script terminates upon the agent hanging up so the subflow script is not being called.
I have been doing a lot of searching and scratching my head and I'm leading to believe that the On Exception Goto step may work? Although, it seems that this step is intended if the caller hangs up, not the agent. Or does it matter?
I want the main script to call the subflow script seamlessly without any agent intervention (although this may have to be my last resort). Any insight?
Thank you so very much.

Simply stated, what you are trying to do is not possible. The reason is because when the caller is connected to an Agent, the Contact for that script (--Triggering Contact--) is not active any longer, and therefore you have no control over it. The caller would have to land on a Trigger a second time, in order for the Contact to become active once more.
Now, let's talk about what options do exist.
You can either:
Have the Agent send the caller to the survey trigger via transfer
Have the caller call back in to the survey trigger via verbal instructions during the initial IVR
Have the IVR dial the caller back at a later time to take the survey (could use HTTP triggers or Outbound Campaign)
This is a limitation of UCCX. UCCE on the other hand maintains call control the entire time, so when the caller disconnects from the Agent, it can route the caller through another routing script if desred.
Anthony Holloway
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Post Call Survey Doubt

Hi,
I'm currently compile a post call survey script for user. The user has a uccx 7.0 environment with customize SQL 2008 reporting server.
The reporting server has connected to uccx server database. I can view it from the ODBC on the reporting server pointed to the uccx.
My question is, do i still need to create a datastore on the uccx server in this case? then create a DB write on the script to the selected database store?
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Phil,
Post call survey is something hard to do even for systems licensed with all the bells and whistles. The most common implementation I've seen is to modify the call control buttons on Cisco Agent Desktop such that pressing 'disconnect' is actually initiating a blind transfer of the caller to the post call survey scripts. Unfortunately with standard licensing you are not entitled to Cisco Agent Desktop so this is likely not an option for you.
To make matters worse, from a scripting perspective; once the caller is delivered to the agent the contact center loses all control over that call and can no longer control it.
Tanner Ezell
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UCCX 10 finesse: Post Call Survey

Hello everyone
Before,when my customer used CAD as agent desktop,if the agent want to launch a post call survey,agent can press a customized button on CAD whcih contained the function of launcing a blind transfer the call to a Survey script.
However,I find the function is missing when using UCCX finesse as agent desktop,which postone the plan to migaration from CAD to Finesse.
My question:Is there any workaround?

I have exactly the same issue, we upgraded to Finesse and now I cannot find the way to configure it.
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PCCE 10 Post Call Survey didn't work

Hi All,
I have PCCE 10 here and need to implement automatic post call survey feature which is after call ended, call will automatically transfered to post call survey application. I follow the document refer to PCCE 10 feature guide but still error. Below is summary I've configured :
user.microapp.isPostCallSurvey = y
create icm script
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Roy

Hello Roy,
If you are confident that configuration is correct, then your next steps is to look into the logs. CVP log is the starting place. I'm not sure how familiar you are looking into CVP logs, here is what you should look for:
1. Identify where Agent leg is getting disconnected.
2. Right after the Agent leg disconnect, CVP waits for the Post Call Survey to kick in. If CVP doesn't find any match with the Dialed Number, it should clearly indicate in the logs. If you see no match, then go back your configuration. You may have configured in CVP OAMP, but not deployed properly.
3. If you see that Post Call Survey is matched and invoked, then continue to the logs to see what happened to the request to the ICM. From this point, CVPs responsibility is complete to invoke post call survey. Then it just become any other call sent to ICM. So, you need to check how ICM is configured once post call survey is invoked.
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Hello all. I would like to know if UCCX 8.5 has post call survey available. I have the standard licenses so I cannot connect to an external database to store results. Can I add a post call survey to the end of my script and store the results in the UCCX database? If I can do this, is this an optioanl feature or something that UCCX can do out of the box?
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Phil,
Post call survey is something hard to do even for systems licensed with all the bells and whistles. The most common implementation I've seen is to modify the call control buttons on Cisco Agent Desktop such that pressing 'disconnect' is actually initiating a blind transfer of the caller to the post call survey scripts. Unfortunately with standard licensing you are not entitled to Cisco Agent Desktop so this is likely not an option for you.
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www.ctilogic.com

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so that list I am not sure the order, but it launched the post call survey DNIS based on the original DNIS that was dialed.
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Agent information after call survey

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