08-05-2011 12:53 PM - edited 03-14-2019 08:20 AM
dears
we are running IPCCE 7.1.4 CCM 4.2.3 CVP 3.1 and CTIOS 7.1.4 (no vxml server) H.323 wih GK, we have a requirement which is : customer called the CC and handled by agent after the call finished the agent should transfer the customer to an IVR survey to evaluate the agents and the service provided by the CC, for this no problem to implement also they want to have a report on each choise the customer made (this can be done by using CAPure microapp. the hard part is they want to know the ANI of the customer and the agent who transfer the customer to the survey. we had tried to use CVP warm transfer posted by geoff@hp.com whith no success, the only difference is that in CVP warm transfer the transfer is done to another agent or skill group and here in this scenario the trnasfer should be done to IVR menus. here is configuration done .
NOTE: we have CTIOS7.1.4 not CAD and GK no CUPS
1. PG Explorer - CUCM PIM Routing Client - Network Transfer Preferred not checked
2. PG Explorer - CVP PIM Routing Client - Network Transfer Preferred not checked
3. PG Explorer - CUCM PIM Advanced - Network VRU - NONE
4. PG Explorer - CVP PIM Advanced - Network VRU - Type 10
5. NVRU Explorer - Type 10 Network VRU, label for the CUCM routing client associated with the customer instance. Let's say this is 8222222222.
6. NVRU Explorer - Type 10 Network VRU, label for the CVP routing client associated with the customer instance. Let's say this is 8111111111.
7. Dialed Number List - dialed number for the incoming call associated with the customer instance. This dialed number is on the CVP PIM Routing Client. This DN is associated with a call type which is then mapped to the initial script.
8. Dialed Number List - transfer dialed number associated with the customer instance. This dialed number is on the CUCM PIM Routing Client. The transfer dialed number 3151 is associated with a call type which is mapped to the transfer script.
9. DNP. The number transferred to from CTIOS is 3141 which is a pattern in the DNP that maps to the Dialed Number 3151 with a post route to CUCM PIM Routing Client. The DNP Type is "PBX" - and PBX is set up in the Agent Desk Settings
10. Agent Desk Settings - All but "Operator" are checked
11. When the second call is placed for the warm transfer, the label defined on the CUCM RC plus the correlation ID will be sent back via EAPIM/JGW to CUCM (for example, if the label is 8222222222, with a correlation ID it could be 822222222212345) since the call originated from the CUCM RC and since the NetworkTransferPreferred check box is not checked.
12. A route pattern 8222222222! in CUCM sends the call down a SIP trunk to CUPS.
13. GK has a static route on 8222222222* to send the call to the CVP Call Server.
14.GK has a static route on 8111111111* to get the IP call to the gateway. Note that in a branch office deployment, TDM calls into the gateway use "Send to Originator" pattern in the Call Server to force the transfer label back to the voice gateway; so this pattern in CUPS is ONLY used by VoIP calls.
15. In all preliminary scripts that get the customer to the agent, set the variable Call.NetworkTransferEnabled to the value 1. This is set before the transfer is called.
08-06-2011 08:25 PM
CVP 3.1 supports post transaction surveys nativiely, You can tell it to restart the call with a specific DNIS and kick off the survey, this would happen about 2 seconds after the agent hangs up the call.
You will need to track your survey by the MEDIA ID of the call. it is the only thing that does not change throughout the entire call. Using warm transfers or sending the call back into cvp will change this. Best way for this is to store the media id/dnis before your agent answers, after the call is complete, you can store your answers, just remember to keep the media id or you will not know the dnis or agent. this data is best stored into a database. if you store it using the peripheral vars1-10, you will loose data. The Extended vars might work, but best to save it real time.
08-06-2011 11:17 PM
dear Kent
the transfer should be done by the agent not after the agent hanged up.
08-07-2011 08:39 AM
Hello,
So the answer to this problem is actually pretty complex. I wrote a pretty intricate Post CallSurvey integration with Mindshare last year and this problem was a pain in the ass. The answer to the problem is that there is an ECC variable which stays the same through the original call, and in the post survey call. Because of this, if you set one of the peripheralVariables to this ECC variable in the first call with the agent, you can database dip off of it back into the Route_Call_Detail table on the logger, and find the old agent and original call, for use in the post call survey. Also what version of CVP are you running? I had to have a few bugs fixed in ES's for 7.0(2) to ever get this post call survey functioning with a full integrations solidly.
Also you don't want the agent to transfer it, they will only transfer the good customers and survey stats will be skewed.. The point of a survey is to get real data, so you should be letting the customer decided which is what the post call survey feature is for. This is pretty much the same process with manual agent transfer but its a realtime dip into the TCD table, which generally isn't updated fast enough, so you could be s*** out of luck
The ECC Var is.. user.media.id
Honestly it was a pretty rough integration and you need to be able to write custom CVP Java classes in order to complete the task. As well as be familiar with CVP Studio and the database element with JDBC.
If you meet these qualifications I can probably toss up some code here to share with the community (people never use what I post anyways I don't think )
If you don't then you can contact me in private and I can gve you an estimation of the amount of effort and custom coding necessary to make this work.
Please rate if its helpful..
Cheers,
Chad Stachowicz
08-07-2011 10:53 AM
Dears
Really those are nice ideas and l like it but unfortunately I am using cvp 3.1 without studio. So I have limitations here and the issue that Ian facing now is my send 2 Bruce node is failing in the transferred script. That is when the agent dial from the ctios.
Ian trying to find a solution with the current limited systems
08-07-2011 05:20 PM
"send 2 Bruce node" - I love it!
Hey Chad, where've you been mate?
Regards,
Geoff
08-07-2011 05:35 PM
Geoff,
You know how the world goes, sometimes your around sometimes you aren't! I have been making more of a concerted effort to get back on the forums more!
Working on a neat little side project turning Voice IVR's into native Android and iPhone applications. This allows things like saving minutes, not having to wait in queue, and easier navigations since the menu systems are readable. In a few weeks I plan to have a demo up for people to use on their iPhone or Android, with a test 1-800 number supporting the visualization of the phone trees and all supported data passing. Could be pretty sweet.
Other then that, I am back in school working on a BioChemistry major. Seems to be pretty challenging / something different.
Hope all is well Geoff, feel free to hit me up anytime!
Cheers,
Chad
08-10-2011 03:37 PM
dears,
Any ideas?
08-07-2011 05:22 PM
Do you have VXML port licenses with CVP? If not, you can call via http requests from ICM, but thats involved if you have no coding experience.
08-08-2011 03:15 PM
i don't have coding experience.
08-08-2011 05:49 PM
Chad,
That sounds pretty cool, would love to hear more about it, specially what your approach is and how you're going aboutn merging the phone with the IVR in a visual context. You have any info up on the web?
david
PS: I think we have derailed this thread.
08-08-2011 05:59 PM
David,
So the idea is this, anything that you can do in an IVR you can do on the phone. What I have developed is a SaaS API backend, that sits in the cloud and takes secure requests from both clients (iphone and android) and customers (CVP, AVP, GVP) and pretty simple system.
Uses a series of Unique ID's, timestamps, and the customers ANI (or in this case, the phone registered with their EyeVR account)..
Since all its doing is passing, and retrieving data, there isn't much to hijack anyways...since the only people who can retrieve it is the authenticated voice portal platform...
What does this allows? Everything!!! Anything you can do in an IVR, I can do in a native android and iphone app, and then pass the data into any Voice Portal I want with a pre built app.
It's really not overly complex, but it is overly cool.
Right now I am integrating some services I wrote to run on a CVP machine to integrate the app with CVP Courtesy Callback...
Wish I had some AVP / GVP access to make it work on other platforms...
I will share more when its all up and running!
Cheers,
Chad
P.S. David I sent you some extra info on LinkedIn
08-10-2011 03:38 PM
Dears
Any ideas?
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