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.
