In CAD, we had modified the "end" button, so as soon Agent pressed the "end" it would dial another trigger, so the caller could participate in the survey. In Finesse we cannot do it, Cisco moved backward in few things with Finesse.
Has anyone got any idea how we can implement it?
Solved! Go to Solution.
Thanks for your reply.
Is there any sample that I can reuse? or do you have any document whichI can use? I am not a developer not sure how to do that.
Would this be possible through Finesse workflow (UCCX) or custom gadget is the only way to achieve this at the moment?
Does this gadget work in UCCX 10.6?
I need to perform a Blind Transfer inside a Workflow after the call finishes. Reading about Single Step Transfer, I found the following:
"This API applies only to Unified CCE deployments. If you try to use this API on a Finesse deployment with Unified CCX, Finesse sends the following API error: INVALID ACTION TRANSFER_SST"
The only solution I've found is to make a Consult Call Request and complete the transfer as fast as possible...
This new "Post Call Treatment"-feature of UCCX 11.0 is not based on a gadget.
In order to trigger the post-call treatment you have to enable the ‘PostCallTreatment’ ECC variable in your script.
I found this article on Cisco which is now available for Finesse Desktop using UCCX 11
It mentions post call survey is not supported/available for IPPA. Loved to know when this will be supported for IPPA.
FYI - There is a new "Post Call Treatment"-feature in UCCX 11.0
Post Call Treatment allows Unified Contact Center Express (UCCX) to provide treatment to an ICD call once the agent ends the call from the Finesse Desktop.
Post Call Treatment can be used for use cases such as transferring the call to a survey for customer feedback.
I have problem to understand the logic of this guide: https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00…
Something is forgot during the examples of configuration.
Does anybody tried to reproduce this example?