06-28-2005 10:53 AM - edited 03-13-2019 11:00 PM
I am going to be implementing an auto-attendant of sorts. The call center director wants to keep track of which menu options callers are choosing. I didn't find anything natively in CRS and was wondering what others do in this situation? I thought about putting a DBwrite step at the beginning of each option, but that just makes reporting a nightmare. Any suggestions are greatly appreciated.
06-28-2005 11:27 AM
The CCDR table in the CRS has 5 custom variable fields for use as needed. These fields can be updated with strings that indicate your "exit points".
The Set Session Info step is used to expose these attributes and they are written to the DB table at call leg completion. Each call leg will have a record with a unique sequence number.
For example:
Session1 sequence 0 - ICD call to agent1.
Session1 sequence 1 - Agent1 tranfers to CRS Route Point and caller is redirected to extension 1000.
The description for how each record/sequence number is written to the DB table is in the Understanding HR guide:
Understanding HR
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/
english/admn_app/hist_rep/index.htm
Here are some more HR related docs:
Schema Doc
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/
english/admn_app/schema/index.htm
Creating custom reports:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programm
ing_reference_guide09186a00801bbed0.html#1021938
Please look into this info and the description of the steps in the step reference guide and let me know if you have any questions.
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/
english/admn_app/step.pdf
NOTE: You may want to check the contents of the custom variable when the CRS receives a call (Get Session Info) and write it to a local variable.
This will allow you to add a delimiter, then append the new exit point to ensure that you don't lose previously written data.
06-28-2005 11:28 AM
The CCDR table in the CRS has 5 custom variable fields for use as needed. These fields can be updated with strings that indicate your "exit points".
The Set Session Info step is used to expose these attributes and they are written to the DB table at call leg completion. Each call leg will have a record with a unique sequence number.
For example:
Session1 sequence 0 - ICD call to agent1.
Session1 sequence 1 - Agent1 tranfers to CRS Route Point and caller is redirected to extension 1000.
The description for how each record/sequence number is written to the DB table is in the Understanding HR guide:
Understanding HR
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/
english/admn_app/hist_rep/index.htm
Here are some more HR related docs:
Schema Doc
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/
english/admn_app/schema/index.htm
Creating custom reports:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programm
ing_reference_guide09186a00801bbed0.html#1021938
Please look into this info and the description of the steps in the step reference guide and let me know if you have any questions.
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/
english/admn_app/step.pdf
NOTE: You may want to check the contents of the custom variable when the CRS receives a call (Get Session Info) and write it to a local variable.
This will allow you to add a delimiter, then append the new exit point to ensure that you don't lose previously written data.
06-28-2005 11:58 AM
Thank your for the quick response. Unfortunatly I am a little lost. I think I understand the concept, but not the execution. Do you have a sample script, or something I could look at?
Thank you.
08-15-2005 10:45 AM
I'm in the same situation. Unfortunately I'm using IPCC Express so I cannot use a method suggested to me in another post with the calltype.
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