Realtime call detail view

[k.davis]

Currently running UCCX 10.6.  We already have in place steps in the scripts that ask the caller to enter their account number, then we pull in details about that caller from a web service(i.e. customer name, customer level- gold, silver, bronze) those details are written to the built in custom variables and are stored for historical reporting purposes.  The current solution for near realtime CSQ information is an old home grown/not supported browser based wallboard.  It works fine.  Something I'd like to add is also provide those customer details in near realtime.  Once the customer's name is known, it could be written to an external database, xml file or some other location that could then be presented to the user via web browser or an application.

Has anyone done anything similar or aware of any 3rd parties doing anything like this?

[Aaron Harrison]

Hi

By 'presented to the user' do you mean the agent?

If you mean 'display the custom variables in a nice format to the agent receiving the call that the varaibles relate to' : As all the custom variables are available in CAD as well as in the DB/CCX script, you could just send them to a simple web page as URL parameters. The web page could just take those parameters and format them in HTML to return them to  the user for display in CAD.

If you wanted all the current calls shown on a wallboard to the department as a whole, then yes you would want to write them to a DB and display that. It would need to be a DB independant of CCX, as CCX DB only updates at the end of a call.

You'd have to :

1) Set up the DB

2) Have the UCCX script update the DB as calls are queued with new calls

3) Have a HTML page to display the contents of the DB

4) Have the UCCX script remove calls from the DB or mark them finished as they end

5) Have some logic to clean up 'old' data, e.g. when calls aren't removed from the DB by a script for example. If a script terminates unexpectedly or the DB doesn't respond this could happen.

Aaron