IPCC Historical Reporting

[nathanreynolds]

Is there a way to get the historical reporting information before a call is completed? My understanding is that no information is written to the HR database until a call has ended. I would like to be able to get the session ID of a call when it is routed to the agent and pop it into the Enteprise data screen and then eventually into a seperate application. Thanks in advance. Nathan

[venkasub · Accepted solution]

Hi,

The following steps need to be used to get SessionId and can be displayed in Agent Enterprise Data (ED) window using SetEnterprise Server Data Step,

1. Create a Variable SessionId of type Session

2. Use Get Contact Info Step, set the variable SessionId to attribute Session which result in Hex Value.

3. Use Get Session Info, assign the SessionId variable to the Session, attribute Identifier (of type long) will give you the actual session Id. Convert the long datatype to string using Execute Java step

4.Send the string value to enterprise data window using SetEnterprise Server Data under Select Resource Step->Selected branch, then use

Connect step to connect the call to an agent.

For more details, refer the Cisco Editor Step Reference Guide

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/step.pdf

Hope it helps.

Regards

Venkat

[yogeswar · Accepted solution]

Hi,

Steps for retriving the SessionID of the call is as follows

1. Define a variable Session_Info of datatype Session.

2. Define a long variable SessionID to store the Session number.

3. Use "Get Contact Info" step and set its properties as follows

Contact : Trigerring Contact

Attribue Session : Session_Info

4. Use "Get Session Info" step and set its properties as follows

Session : Session_Info

Identifier : SessionID

5. SessionID stores the value of the session number of the call.

6.You can populate the same in enterprise data window by using "Set Enterprise Data" step in Editor.

Regards

Yogi

[nathanreynolds]

Thank you Venkat and Yogi. This is exactly what I was looking for. It should have been obvious to me but I thought I would have to get this info from somewhere other than the script. Thanks, again. Nathan