Post Call Survey UCCE Implementation

[fazil.chida]

Hello, 

Currently I am working on Post Call Survey, I have configure two DNs. #1DN call coming from main script and #2 is for hitting the post call survey script. 

As per configuration I see call is routing to post call survey application, but in RCD and TCD I see two record with same CallID are getting captured. Is it possible to have a single entry instead of two data. 

And suggestions or guides will be much appreciate. 

Thanks.

[bill.king1]

They are different RCD entries since they are different numbers and also could have different variable values.
Also, things like the node the call ended at, scripts it hit, etc. also mean two separate RCD entries.

[fazil.chida]

Hi Bill, 

I see all the calls are hitting post call survey script even though that call is not routed to agent but still its goes. How do we stop the calls which are not routing to agent? 

Incoming DNIS is 23702 which is hitting main script. and 23703 is hitting survey application script. 

what ever calls coming to 23702 DN are hitting the survey DN. 

Under CVP Ops console I have configure this.

Is there any configuration are correct?

[bill.king1]

If you're saying that calls that don't go to an agent are still getting the post call survey, that's been an issue in the past with CVP, such as this one.
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuq39025
What you have to do is account for those scenarios in the post call survey so that it only plays for calls sent to the agent.

[janinegraves]

Here's what's always worked for me  - once I turn on PCS in OAMP, I've
found that in the ICM scripts -  you must set
user.microapp.isPostCallSurvey to "n" before the first Send to VRU node.
And then set it to "y" for those calls that SHOULD go to post call
survey (just prior to queueing).
It has to be done this way (set it to "n" for everyone, and then set it
to "y" just before queueing for those that should get the survey).

Of course, your results may differ.

[fazil.chida]

@janinegraves  , is it possible to share some screenshot of you ICM script. 

@bill.king1 , thanks for the link, I see it say the same what @janinegraves have suggested. 

[bill.king1]

Fazil, you just have to have your PCS script look for Peripheral Variables that are assigned before you queue the call to agents (and that you don't assign when the call goes to a Label or to non agents).
Please remember to rate/mark helpful posts.

[fazil.chida]

I have set the script, call is hitting to PCS Application only for those caller who PCS is enable as Y. But After the call is release from CVP application , again its hitting the PCS script. 
Why this is happening ?
Why call is not getting released. 

Node ID 6106, I am checking for the post call survey enable flag(Y or N) 

Node ID 6107, I am checking if the call is coming from DNIS 23702 / 23703 

you see there is a 2 count, 1 is going to CVP application, when call is coming from DNIS 23702. And 2nd call the DNIS is coming as 23703, and that call is getting released.

how should we avoid 2nd call coming into the script again. Any suggestions. 

[bill.king1 · Accepted solution]

Please read what I suggested above and mentioned with the defect.

So for instance, if you set Variable1 for English before queueing to agents, and conversely you don't set Variable1 when you send it to a label, then you simply need to look for Variable1 to be populated in the post call survey script since those would be the agent calls.

[fazil.chida]

Hi @bill.king1 / @janinegraves 
This worked, thanks.  I am passing below variables before PQ node and once agent attends the call and disconnect the call is getting passed to Survey script. 

Is this the correct way or you have any suggestions. Thanks.

[bill.king1]

I don't understand why you'd be using variables to be set as Peripheral variables like you have, but yes in your example, if you set all of those before queueing but not before sending call to a label, just look to see if anything is in variable 1in your post call survey script. If not, then release the call, but if there is, play whatever survey menu you want.

[kavle]

Hello,

is there a way we can avoid the call transfer to survey application if the agent had to transfer the call to some 3rd party line.

we have that issue today. Since we have enabled PCS variable enabled  , it transfer customer to survey no matter where agent transfer the call to .

is there any way to stop that .

[fazil.chida]

Hello , pls follow below 

you must set
user.microapp.isPostCallSurvey to "n" before the first Send to VRU node.
And then set it to "y" for those calls that SHOULD go to post call
survey (just prior to queueing).
It has to be done this way (set it to "n" for everyone, and then set it
to "y" just before queueing for those that should get the survey).

I have configured the same way, and its working as excepted. 

[piyush aghera]

Hello, your method is perfect and works great when you can qualify if survey needs to be triggered after caller has spoken with agent before queuing the call. I have exact same setup. However in my case, our agents dont have to transfer outside our organization. For above scenario, they want to disable survey when there is a need for agent to transfer caller to outside their system, i.e., 3rd party.

[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.