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hoanghiep
Beginner

UCCX Abandoned call notification

Hi all,

We have a UCCX 5.0 cluster running (with CUCM). Currently the number of inbound calls increased quickly in peak time but we don't have budget to get more agents. Our manager doesnot want to miss the calls, so he asked us if there was a way to notify supervisor/agents if there were missed calls (abandoned calls in UCCX). I don't know if it is possible and if it is how to do it.

Anyone knows about this pls help.

Rgds,

hoanghiep.

1 ACCEPTED SOLUTION

Accepted Solutions
Anthony Holloway
Cisco Employee

If you are running STD or ENH licensing, then you can call an external URL, which can then trigger the notification.

Set http_response = URL["http://internal_web_server/UCCX/abandon?caller_id=" + calling_number]

In that example, your web server would process the GET request, and send an email containing the caller ID.

For PRE licensing, you could do the same, or you could have UCCX send the email itself. You would configure an SMTP host under Subsystems > Email, and then you the Create Email, and Send Email steps in the script.

The key to either solution is to make use of the ContactInactiveException.

Pseudo Code:

Start

Accept

...play greeting and menus here...

Select Resource

Connected

End

Queued

On Exception ContactInactiveException Goto CIE

Label QueueLoop

...play queue messages here...

Goto QueueLoop

Label CIE

Clear Exception ContactInactiveException

Set http_response = URL["http://internal_web_server/UCCX/abandon?caller_id=" + calling_number]

End

Sent from Cisco Technical Support iPhone App

View solution in original post

6 REPLIES 6
Anthony Holloway
Cisco Employee

If you are running STD or ENH licensing, then you can call an external URL, which can then trigger the notification.

Set http_response = URL["http://internal_web_server/UCCX/abandon?caller_id=" + calling_number]

In that example, your web server would process the GET request, and send an email containing the caller ID.

For PRE licensing, you could do the same, or you could have UCCX send the email itself. You would configure an SMTP host under Subsystems > Email, and then you the Create Email, and Send Email steps in the script.

The key to either solution is to make use of the ContactInactiveException.

Pseudo Code:

Start

Accept

...play greeting and menus here...

Select Resource

Connected

End

Queued

On Exception ContactInactiveException Goto CIE

Label QueueLoop

...play queue messages here...

Goto QueueLoop

Label CIE

Clear Exception ContactInactiveException

Set http_response = URL["http://internal_web_server/UCCX/abandon?caller_id=" + calling_number]

End

Sent from Cisco Technical Support iPhone App

Hi

Not to disagree with Anthony's suggestion (which as always is a good and valid one ) I would suggest that if a 'real time alert' type of function isn't strictly required, they might simply run the 'Abandoned Calls' report after lunch. It can be scheduled if needed...

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

got the below error on script running on IPCC Express Enhanced

License for script step com.cisco.wf.steps.http.StepSendHTTPBeanInfo not found

Marlo De Ocampo wrote:

got the below error on script running on IPCC Express Enhanced

License for script step com.cisco.wf.steps.http.StepSendHTTPBeanInfo not found

What step were you using when you got that error?  Can you upload a screenshot of your script so we can see it?

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

sir, i got new concern..

agents ext. nos. 8888 and 8889 (under A-PT) partition, i want to translate those number to 1000 (IPCCX Support IVR) everytime agents call users (and the users if redial...will automatically go to 1000)

what i have done:

1785 (non-agent ext.) under NA-PT

8888 and 8889 (agent ext. nos.) under A-PT

configure translation pattern 888X with calling part mask of 1500

dial 1785 from 8888 nothin happened (somethin amiss)

got the configuration correctly...! and working properly as required..

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