retain ANI when transfering a call

[tristan023]

hi

I wrote a script for customer satification survey, using get digit and DB steps, and associated by a trigger ( say "3333"), quite straight forwar and works well.

but there is a little catch, when the agent frowatd the call to the trggier extension, the ANI number will become agent's phone number, instead of the original ANI of the inbound call.

what script component can save the original ANI number when transferring a call ?

or

is there a typical script for C-sat survey ?

thanks !!!

[Aaron Harrison]

Hi 

Are you talking UCCX?

In UCCX, you will see the calling number as the agent until the transfer completes. Then you would see it as the original caller.

In the DB, you will see several calls:

- The original customer call

- An 'internal' call from the agent (the transfer leg)

- Another call from the customer of type 'transfer-in' from the customer ANI

Is this not what you see?
 

Aaron

[tristan023]

Hi Aaron,

thanks for prompt reply, yes, this is regarding UCCX.

let me explain the case, below is the screenshot of the script, "get call contact info" -> "get digit string" -> "DB write", and map all the get contact info attributes onto local respective variables, whihc will be written onto DB later on.

and I tested with 2 scenarios

scenario 1    - agent ext : 2002             script trigger 3333

            agent call trigger 3333 directly and press 2 for survey feedback

scenario 2   - customer caller id : 2010          -  agent ext 2002      script trigger 3333

         customer 2010 placed a call to agent 2002,  agent transfer the call to trigger 3333, then customer presee 3 for survey feedback.

but for scenario 2, the data writtern into DB doesn't indicate the original caller id is 2010.

hope this clarify the issue. thanks again

[Aaron Harrison]

Hi

Maybe try moving the 'get call contact' info step after the first prompt, in case it's reading it 'too soon'?

Aaron

[tristan023]

Hi

tried with the move,

scenario

   - customer caller id : 2005

   - agent ext 2009

   - survey script trigger 3333

steps

    2005 called 2009,  2009 picked up and transfer to 3333,  from 2005 press 8, hung up

below is the data in DB, still no indicaiton to the original ANI 2005. thanks

[Deepak Rawat]

Hi Tristan,

Please have a look at the attached scripts. It will help you in showing the actual calling number on the database. Script 1 is the main script through which agent will get select and then transfer the call to the survey script. Script 2 is the survey script wherein you will actually get the calling number and agent extension and then you will just need to do the DB Write step in that.

Regards

Deepak

[tristan023]

hi Deepak,

thanks much for the script.

I did a simulation testing, please correct me if some wrong step.

1- uploaded script1 with trigger "2222"

2- uploaded scropt2 with trigger "3331"

3- pick a phone with ext 2009 call "2222"

4- the agent phone with ext 2002 ring and pick up

5- from the agent phone press transfer button and transfered to "3331"

a script error pop up in script2 debug window as below

if I understand the fundamental logic behind these 2 script correctly, it's the implementaiton IDs we capture from "get contact ino" step from both scripts we believe they remain consistent when call get transferred, that's how we can obtain the script 1 session from script2.

so I revised the 2 scripts by adding DB write step to capture "implementation ID"data

did the test again and  got this from the DB. looks the implementation ID will increment when agent transfer the call.

i'm using UCCX 9.01.

thanks again

[Deepak Rawat]

Hi Tristan,

In Script1, the session variables are collected in the attributes, and the entire session is mapped using implID.

implId is the only thing that remains same in the entire call.

Although session variables have a time limit of 30minutes, it should be enough for most of your calls.

Script2 will retrieve the session data using the implID as the mapping identifier.

Regards

Deepak

[tristan023]

hi Deepak,

that's my thinking too. but when I capture the implID from different script, they are different actually, that's why an error prompt in script 2 saying " session is Null".

is this a bug to the version of uccx 9.01 ?

below is the implID captured in script 1 and script 2. thanks