PCS question

[kavle]

Hello Experts,

I would like to restrict the survey being triggered when agent transfer the call to 3rd party.

today since we have PCS variable set to "yes" , if agent transfer the call to some 3rd party also PCS being triggered which we don't want.

is there a way we can stop this/filter this.

[piyush aghera]

Hello,

As the call has left ICM script with PCS variable set to "y" when it is answered by agent, it will trigger survey even when call is transferred out of your system. You have to find a way to change that variable to "n" before transferring.

One way to do this could be to create an ICM script that agent can call using CTI RP when they want to transfer caller, change PCS variable to "n" and then put a prompt to enter number where agent wants to transfer caller to. Then use that number as label to transfer out.

Hope this helps.

[piyush aghera]

Other way could be to do HDS DB deep before playing survey menu and see if call was transferred out based on Call Disposition Flag or any other identifiable information to filter out calls which were transferred out.

[kavle]

exactly , thats the direction i am trying with , need to see how it will go

[bill.king1]

@kavle , unless things have changed, you're going to find that this is harder than you would think.
There are a number of defects/open enhancements re: PCS where, for instance, if you end a call without an agent being in the mix, PCS still plays even though it shouldn't. Here are some open defects about it.
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvd60109
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvz91135
For instance, either the PCS enabled flag can't be turned off (even though documentation says it should) or the call goes to the PCS script but some PV variables that you may have set to stop it from playing aren't being set correctly.
Maybe you'll have better luck with it, but I've run into this a few times.
Please let us know how it goes.

[Thomas G. Johannesen]

Would it help to update the pcs variable from finesse when the call i transfed ?

You can do that i the finesse api with a gadget ( could be hidden )

[piyush aghera]

That thought came across my mind.. but i didnot mention it because i havent tried it and not sure if it will work or not. However worth trying.

[Stefan Mihajlov]

To stop the Post-Call Survey (PCS) from being triggered when an agent transfers a call to a third party, you can adjust the PCS logic to include a filtering mechanism. This can be achieved by using a call variable or attribute that identifies whether the call was transferred. For instance, you can configure the system to set a flag or disposition code during a transfer event, and then modify the PCS script or workflow to only trigger surveys for calls that end directly with the agent, excluding those marked as transferred. Once implemented, be sure to thoroughly test different call scenarios to ensure the PCS behaves as expected.

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