UCCX agent ask predefined questions to caller

[sarwarm123]

Hi All, 

We have an requirement where clients want to create a system when call is answered by the agent a predefined questionnaire work flow open automatically. Then agent ask questions to caller and make decision on that basis. 

My question is, is that possible with in UCCX or any third party application. Any help much appreciated 

Regards,

[wenqianyu]

This could be done in two ways:

1. Use UCCX HTTP Action to automatically start an external Questionnaire application (Browser). Agent ask questions and fill the form.

2. Have a pre-recorded questions ready. When call comes in, it is sent to this PostCall Survey type of application (this is a CCX application) and caller use phone keypad to answer those questions.

Wenqian

[Gabriel Saavedra]

Are you using Finesse or CAD?

If you are using Finesse you can create a custom gadget to show that information. You can use the Cisco's ScreenPopSampleGadget example so you can modify it to request an html page with the questions your agents need to ask.

If you are using CAD with the Premium license you can use the CAD web browser with the HTTP Action workflow to request and html page from an external server too.

Gabriel