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UCCX 12.x concatenate strings on IVR step.

Hello,

I want to do is to capture the ivr step values in UCCX 12.x which caller has selected OR i can say is i want to know which DTMF buttons pressed by caller. Overall is to analyse caller journey on IVR at end of the day / week / month.

 

Suppose i have IVR where i greet customer at Welcome step then announce Language selection on Step-2 and then announce MainMenu at step-3 and agent transfer at step-4.

 

Scenario-1: if customer dropped the call on mainmenu then i should able to capture welcome,language selected,mainmenu

 

Scenario-2: if customer call routed to agent then i should able to capture welcome,language,mainmenu,agenttransfer

 

After this write to SQL database.

 

Anyone has done this before i am trying to achieve but not working out.

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VIP Mentor

Re: UCCX 12.x concatenate strings on IVR step.

This should be possible, but as described in a recent post:

https://community.cisco.com/t5/contact-center/how-to-count-the-number-of-played-prompt-quot-as-global-ccx/m-p/4081106

You will most likely want to write after each checkpoint, as to not have to worry about the script crashing on you, before you do write it, if you chose to catch the contactinactiveexception and write it once at the end of the script.

Also, if you simply didn't know how to concatenate strings, you can do that like this:

Set breadcrumbs = breadcrumbs + ",agenttransfer"

Anthony Holloway
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