UCCE Post Call Survey Not Recognizing ECC Variable y/n

[SANJ21]

We have a UCCE/CVP v12.6(2) and have recently implemented PCS in our environment. PCS works fine when agents hang up after talking with the callers that land in the queue. The issue we're having is when callers call into the call flow and say it's after-hours where we simply play a disconnect msg, the system still triggers PCS if the caller doesn't hang up right after the msg. We do have the ECC variable "user.microapp.isPostCallSurvey" set to "n" at the beginning of the ICM script and only set it to "y" right before it hits the queues. However, it seems like this isn't working or being bypassed. I understand PCS is enabled by default if you have the DN configured for it in OPS Console which we have. But we should be able to dictate when to trigger this and that ECC variable doesn't seem to be taking. Not sure if it's a defect of if we're missing a configuration somewhere. Can anyone kindly point me in the right direction? TIA.

[bill.king1]

I will have to check to see if this still happens in 12.6.2, but we ran into this same issue with 11.6 for instance. We'd set PCS earlier in the script for when sedning to agents, but if we sent the call to a release node but set it to n before that (like you mentioned, for when playing closed messages) but it would still play. There are some old defects about it, so not sure if they resurfaced and/or never were truly resolved, plus there's a new one that indirectly references it for the other survey type.
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvt17216
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuq39025
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuh42321
The one thing you can try and do is set a Peripheral Variable with some content that the PCS requires, otherwise drop the call. So like say you set PV1 to English for calls that go to English agents, but do not do that for calls that go to closed announcement. Your call will still go to PCS, but at least nothing is played to the caller since PV1 will be empty.

[SANJ21]

Bill,

Thank you for the information as well as the recommendation. I have a TAC case opened and am awaiting for their response. In the meantime, I did put a temp fix as you recommended to check for a variable in the Survey app and route to Exit if it doesn't match so I can drop the calls that aren't supposed to have the PCS kick off. Much appreciated. Will wait for TAC to advise if this is still a defect in 12.6(2).

[bill.king1]

Thanks, please let us know if it is a new defect or they wind up updating one of the old ones to include newer versions (or if it winds up being something else entirely).

[StevenBarrera]

I ran into the same issue and found that you can either change the release node to an end node or set the PostCallSurvey variable before the very first Send to VRU node.