Cisco PCS for UCCE 11.6

[mouazyusuf]

I am trying to set up PCS for selected lines on which the call simply Queued to an agent after IVR treatment . for any incoming call there are 2 possible treatment for the call . if the caller selects to speak to an agent hence the call is queued to SG and afterwards the call is transferred to PCS . if not (let's say caller has incorrect input more than 2 times ) the IVR application will play a prompt message and then the call should be dropped with no PCS treatment . so basically what happens is that for all cases the call is being offered a PCS However I do set the flag for PostcallSurvy to False on the ICM script before the call hist Run external script node . any thoughts what could be wrong! 

[bill.king1 · Accepted solution]

There are multiple bugs with PCS like this one https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvj42389.

So what you need to do is set a variable for the calls that don't go to agents like voicemail or your prompt message, and then look for that variable in the PCS script and drop the call/not play the survey for them, so that it still plays for calls that went to agents.