How disable post call survey after agent transfer call?

[Calladot]

How disable post call survey after agent transfer call?

UCCE 11.5, CVP 11.5

[Konstantin Vaksin]

You can assign PCS variable on the moment, when CVP gets CONNECT message.

Kostia

[Calladot]

I need to turn off the PCS on calls where the agent made the transfer to PSTN

[Marek (gaman-gt.com)]

As far as I remember to trigger the post-call survey feature you need to fulfill two things:

1. The number has to be added to allowed survey numbers
2. The user.microapp.isPostCallSurvey must be set to Y (default value).

Because we are unable to change condition 1 we need to focus on the second one. In my opinion, you have 2 possibilities, which I haven't tested but might work:

1. Perform the transfer via ICM script where you would change the call variable user.microapp.isPostCallSurvey to N
2. Change the value of the user.microapp.isPostCallSurvey in Finesse by a custom gadget. I'm not sure if this particular CV can be changed and if the CVP will interpret it as expected.

[Calladot]

already tested both options, unfortunately they do not work

[bill.king1]

You will likely either need to update your Peripheral Variable to update the content and when it goes to the PCS script, if you see that value (i.e. PV8=Transfer) don't do the PCS.

Not sure how much volume you have transferred out/to how many destinations, but I also believe if the agent transfers the call and it hits another Send to VRU type node, you can reset the PCS value to N and avoid it that way.

Neither way is really good, but you may be able to make it work.

[Marek (gaman-gt.com)]

If both were tested then I can only recommend the following approach (that I have used with my teammates in the past):

• resign and don't use the out-of-the-box PCS solution
• create a custom gadget that changes the logic of the end button:
  • when an agent clicks on this button and call is allowed for PCS the gadget instead of end call performs transfer to the PCS script
  • when an agent clicks on this button and call is not allowed for PCS - call is disconnected - in this case, we leave the end button as it is.

How to determine that the call is allowed for PCS - here you can use a more complex logic that can be build based on the CV values - for example, DNIS, Finesse call type, skill name, PV1-10 values, ECC values. All is up to you.

We used this approach to cover the gap of PCS in manual outbound calls for UCCX - here is a link to the video: Link 

[Calladot]

Thanks. Now that's exactly how I implemented.

But maybe there is a way of standard implementation.