uccx call back

[Ray Delahoussaye]

Hi Everyone,

On my uccx call center we have an option in our call queue so a customer can leave a call back number and when someone is free in the queue the system calls the customer back based on the number they left. Is there a way to know what number was left? a report that shows what call back numbers are being left. I assume not but wanted to ask..

Ray

[Deepak Rawat]

There is no such report unfortunately, Call Custom Variables Report is there that you can run to pull the value that you are storing inside the variable in a script but that will keep on changing so will not give you the exact idea of all the call back numbers left by the callers as it can only show the value for 10 variables max at a given point of time. More information can be found in below document:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_BK_UD562201_00_uccx-report-description-guide-11/UCCX_BK_UD562201_00_uccx-report-description-guide-11_chapter_010.html#UCCX_RF_CC10C3CA_00

Below is a post that I wrote for someone on how to achieve this, feel free to take a look

https://supportforums.cisco.com/discussion/12517066/uccx-custom-variables

You can probably use the DB steps within the script to achieve this and that I think is the most positive way to go in order to achieve this, DB Write to capture the value of the callback number and then writing the same to a third party server on the fly. Refer to scripting guides available at the below link to know more about this:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-programming-reference-guides-list.html

Regards

Deepak

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[Ray Delahoussaye]

Is the call Custom Variables Report you are referring to something that is built into the scripts themselves or something that is added?

[Deepak Rawat · Accepted solution]

It is a report available in CUIC/HRC but you will need to capture the value of the variable that you want to show up in the Report inside the script only and that too using the Set Enteprise Call Info step. Refer to below post for more details but as I mentioned in my previous post this will not be very feasible solution in your case as the callback numbers will keep on changing and that way you will not be able to get the true picture as you can only get 10 values using this report

https://supportforums.cisco.com/discussion/12517066/uccx-custom-variables

Regards

Deepak

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[Ray Delahoussaye]

Gotcha!

Thanks for the help!

[Deepak Rawat]

It is a report available in CUIC/HRC but you will need to capture the value of the variable that you want to show up in the Report inside the script only and that too using the Set Enteprise Call Info step. Refer to below post for more details but as I mentioned in my previous post this will not be very feasible solution in your case as the callback numbers will keep on changing and that way you will not be able to get the true picture as you can only get 10 values using this report

https://supportforums.cisco.com/discussion/12517066/uccx-custom-variables

Regards

Deepak

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