tracking call transfer in uccx script

[Mortaza Rohani]

Hello,

1- could anyone help me about tracking calls when answering agent transfers call to another agent?
i have some interactions with CRM in my script using json requests and CRM team asks to have any other agents involved in call before call disconnects.

2- I need mentioned call flow in order to get each call leg recording URL from mediasense and address them in customer's CRM page. i think it should be possible by api requests to mediasense but have no idea about common parameter between uccx script and mediasense. is there something common between them like implementation id ?

Thanks

[Mortaza Rohani]

I think it's necessary to make some explanation to clear problem.

here is a screenshot of my script

 

as you see ,when an agent in ready state does not answer the call, i register this missed call in CRM by Rest Call function and in the same way i register answered agent in CRM when call is answered (updatephonecallinfo).

now my question is, how uccx behaves with calls when connected step occurs? is it possible to hold script until the call is completely finished? if yes, which function (get phone call info,...) can report other agents involved in call (for example the first agent transfers call to a second one)? 

Thanks

[Anthony Holloway]

The first thing you should know is, the Failed branch of the Connect step will not execute any steps in there, if there are more Agents Ready to take a call. Instead, the script, via Interruption Handler, will jump to the Select Resource step. Therefore, if you are trying to capture Ring No Answer events for all Agents, regardless of the above mentioned scenario, you will need to refactor your code to check for the RNA event after the Select Resource step, but before the Connect step.

As for your question, the answer is no.  Once the successful transfer to the Agent happens, the script loses all ability to track the call any further.  However, if the first Agent were to transfer the caller to a Trigger, then the next script could actually "remember" where the caller came from, who the Agent was, and add to the journey.  You could do this in several ways, but Sessions come to mind first.

[Mortaza Rohani]

Thanks for your reply.

I had checking it with only one agent and failed step was working, but will check with multiple agents logged in as you pointed.

BTW, i was heard about your solution in some other forums but can not understand how to specify target agent in second script?
does it mean creating distinct scripts and triggers for each agent?

Thanks