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.
Agent used to press end and the calls transfered to the post survey, now after upgrade to Finesse no way to do it!!!
HM

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UCCX Post Call Survey DB Write Issue

I am runng UCCX 7.0(1)SR5. I created a post call survey script and set up a DB connection to the external SQL 2008 server on the UCCX server. I had problem with the insert statement. Since the string type in UCCX is enclosed in double quote ("), however, the external SQL server expected a single quote (') for the string type. Any resolution?
For example:
I had the SQL profiler running on the external SQL 2008 server, that captured what is passed from UCCX to the external DB.
1.)
When I run the following statement, where $CallerID, $AgentExt, $Q1, $Q2 and $Q3 are type Char, it can write to the database.
INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES($CallerID,$AgentExt,$Q1,$Q2,$Q3).
The profiler sees UCCX pass this statement: INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES('4','3','2','2','2')
2.)
When I run the following statement, where $CallerID and $AgentExt are type string and $Q1, $Q2 and $Q3 are type Char, it results an exception.
INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES($CallerID,$AgentExt,$Q1,$Q2,$Q3).
The profiler sees UCCX pass this statement: INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES("4444","3333",'1','1','1')

Please do not resurrect two years old threads when your question is totally unrelated to the original post.
Yes, you do use the Get Call Contact Info step.
G.

Post Call Survey UCCX 8.5

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?
Thanks!

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
www.ctilogic.com

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?
If so, do i need to create a table in SQL DB first which comprise information like: ANI, Agent Ext, Q1, Q2...Qn
TIA

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
www.ctilogic.com

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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CVP 9 - Post Call Survey on Internal Queue Transfers

Hi guys,
I'm trying to get Post Call Survey in CVP 9 working for internally transferred calls. PCS works fine for external calls but it isn't working for internal calls and external calls which have come in via one queue and then need to get transferred to a second queue which needs to enable post call survey for all calls that are transferred internally to the second queue.
The CVP error logs show "B2BUA is not configured with a Post Call Survey dialed number for [9999999125] . Please add the Post Call Survey dialed number for this in-bound DN: [9999999125] . [id:5010]"
This dialed number it seems to be pulling is actually one of the translation route DNs and not the actual DN of the CTI Route Point which is being used internally. How are we meant to get PCS to work on the route point DN? I have configured the internal DN in OAMP to link to the survey DN but I obviously don't want to put all the translation route DNs into the PCS DN mapping as I don't want all internal calls to hit that same PCS DN only the ones I want.
As mentioned this is only affecting internal calls, external calls we have working fine with PCS as the DN which gets presented to CVP is the correct actual original DN of the call which maps to the DN table in OAMP and triggers the PCS without any issues.
Anyone experienced this or gotten PCS working on an internal CUCM Route Point?
Cheers,
Nathan

Hi Nathan,
Were you able to resolve this issue? I am faced with the same problem. I was able to get this working by forwarding the call out to my testing toll free number via an ICM label that then comes back into CVP with a new DN. This is working but isn't an ideal solution. Any help would be appreciated.
Best regards,
Jason K

Post Call Survey Not working

Hi, guys,
We have a 9.0 CVP and UCCE environment and trying to get Post Call Survey to work. Everything is configured per Cisco docs, but when the caller opts to participate in Post call Survey and the ECC is set to "y", once the agents end the call, the caller is never directed to the PCS script. Call simply hangs up. This particular setup utilizes CUSP and all the configuration is being done there for the most part. In Dialed Number Patterns (OAMP), only my test numbers are configured there. There is no other configuration. If I look at the call servers, I do see "Override system Dialed Number Pattern Configuration” is enabled/checked. It seems my dialed number patterns are being ignored due to the flag.
What would be the harm to the environment if I disabled the "Override system Dialed Number Pattern Configuration” flag?
Thanks,
Yehdego

Hi. Please read this doc
download.oracle.com/docs/cd/E21764_01/web.1111/b31974.pdf
chapter 38.8 Controlling Entity Posting Order to Avoid Constraint Violations
There is a way to use the postChanges().
Regards

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
create post call survey script ( cvp call studio )
create dialed number ( internal ) for icm script
create dialed number ( external ) for cvp script
create cti rp for both of internal and external script
I already test with manual post call survey and work well. The problem is using automatic post call. It's mean call cannot invoke post call app after agent hang up the call. I got little bit confuse about how to verify and get some log for this problem. Appreciated your help.
Thank you,
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.
Let me know how if you need further help.
Abu

CVP Studio Post Call Survey Application?

Hi
Is anyone aware of any "sample" Post Call Survey Studio applications or materials that are out there? I am having to build one for the project I'm working on and it would be helpful to have a reference/template.
Thanks
Walter

Hi Nathan,
Were you able to resolve this issue? I am faced with the same problem. I was able to get this working by forwarding the call out to my testing toll free number via an ICM label that then comes back into CVP with a new DN. This is working but isn't an ideal solution. Any help would be appreciated.
Best regards,
Jason K

CVP 8.0 - Post Call Survey

Hi All,
I'm testing the Post Call Survey in CVP 8.0
In CVP configuration guide they mentioned we have to configure the DNIS for the POST call Survery.
We have configured the Post Survey DN for 4901. After the call CVP intiate the call to ICM with ICM . But i don't what script i have to configure & schedule for Post call survery. We configured the ECC & it's applied in the script of 4901 DNIS.
Please help on this.

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.
So in this picture I will assume 4901 is called, this is saying launch a new call to 5000. It is possible these are inverted since I havent done this with SIP yet, only H323, I am sure it works the same though
DN 5000, Call Type and Script should get you going, you can always check the ICM Router Lag Viewer and see what DN isn't getting launched as well

CVP 8.5 - Post Call Survey (PCS) with Redirect No Answer (RNA)

Hey guys,
I've been mucking around with getting Post Call Survey in CVP 8.5 and I got it working so if a call is answered by an agent and they hang up it transfers the caller to the survey correctly but it appears it does not play nice with Redirect No Answer? When a call redirects it seems to automatically trigger the post call survey and the call is no longer queued. If I turn off Post Call Survey the call flow the call RNA's fine and the caller stays in the queue.
Anyone done anything tricky to get this working? Am I missing something?
Cheers,
Nathan

Hello Nathan,
Can you try using Router Requery feature, so that ICM can try reaching another Agent.
There was defect in CVP 8.0, Have a look at the defect CSCtk96808
Regards,
Senthil

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

Post call hanging

Why after a call is ended by the other party does my iphone4 hang for 20-30 seconds before I can do anything with it. The screen locks and does not allow any interaction.

Hi Randy,
I guess you managed to workaround the issue but in case you havent or for people experiencing the same issue you will be able to reduce the CVP delay by tweaking the SIP.properties configuration file.
The total transfer is caused by = 2 seconds taken by the router + 2 seconds for the SIP termination timer + 2 seconds for the post call survey wait delay.
if you edit the following file:
C:\Cisco\CVP\conf\sip.properties
You should be able to find the following timers:
SIP.PostCallSurveyWait (2000ms by default)
SIP.Terminating.Pause (2000ms by default)
All you need to do is to simply change their values to 50 ms and you will reduce your delay from 6 seconds to 3.
note that you will need to restart the CVP Call Server for the changes to take effect.
I hope this answers your question.
regards,
Unai

Integrating multiple UCCX clusters with same Call Manager Cluster

I want to know if I can integrate multiple UCCX clusters with 1 Call Manager cluster? If yes, can someone please point me to the documentation.
I appreciate all the help..
Thanks!!!

Hi
Yes, you can. I'm not aware of specific documentation for this, but a couple of notes:
- Make sure you use unique resource accounts (e.g. JT user in particular as that is automatically managed by UCCX and one cluster WILL break the other)
- I would also use unique AXL accounts and probably RM accounts. RM you could share between clusters to just have one RM account to associate any agent phone to, but it's safer to have single-purpose service accounts.
- You can't assign a user to a particular cluster - so you enable IPCC Extension on one user, they appear in 'resources' on both UCCX servers.
Regards
Aaron HarrisonPrincipal Engineer at Logicalis UK
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UCCX 10 finesse: Post Call Survey

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