Contact center data

Question

Hello all
i want that agents to see which number the customer dialed before or with which agent he talked to ? i want to make database integration.Agents must see these data on the agent desktop explorer.How can i grab that data from contact center ? By default what kind of database ccx use ? For example someone talked to one agent and he called again,the new agent must see data abaut him before.
thank you

Answer 1

Hi
All the historical data is written to a database called db_cra that is replicated between the UCCX servers. The DB definition is here:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx70dbschema.pdf
You would have to look into this database, find a previous call from that customer (identified by calling number, or account number if you have scripts that store that sort of information) which would be in the 'ContactCallDetail' table, find the agent (in the 'Resource' table) that handled the call by checking the 'AgentConnectionDetail' table.
This example would retrieve the last 10 calls made from cust with the account number 1234999001 but you could easily change it to match the calling number in the CCD table.
select top 10
ccd.startdatetime,
ccd.applicationname,
ccd.customvariable1,
acd.callwrapupdata,
CASE disposition
WHEN 1 THEN 'Abandoned'
WHEN 2 THEN 'Answered'
WHEN 3 THEN 'Dequeued'
WHEN 4 THEN 'Handled by System'
WHEN 5 THEN 'Sent to another queue'
ELSE 'Unknown'
END as disposition
from db_cra.dbo.contactcalldetail AS ccd
LEFT OUTER join agentconnectiondetail AS acd 
on (ccd.sessionid = acd.sessionid and ccd.sessionseqnum = acd.sessionseqnum)
LEFT OUTER join contactqueuedetail AS cqd 
on (ccd.sessionid = cqd.sessionid and ccd.sessionseqnum = cqd.sessionseqnum)
where ccd.callerentereddigits=1234999001
order by ccd.startdatetime desc
Regards
Aaron
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