Solved: HiYou'd need to pull that

dannoofWI · ‎08-26-2014

Version is UCCX 8.5 Premium

I am creating a script which will offer the caller the choice to complete a survey after the call. The script gathers information about the caller and call details and send the data in an HTTP Post to an offsite company.

I can successfully gather caller information and send the HTTP Post, what I am having trouble with is getting the 'call start time' and 'call end time', and the 'supervisor name' of the agent that handled the call.

The HTTP Post is being sent as soon as the agent connects so the placement in the script may be wrong also.

Thanks

Aaron Harrison · ‎08-27-2014

Hi

You aren't going to be able to collect the call 'end' time at the point you connect it to the agent.

If it's a post call survey, you'll be running it at the end of the call. If the agent diverts the call (or with a voice action) back to the survey script, that script will need to pull the details of the original call.

One method might be to retrieve the call ID (like so: https://supportforums.cisco.com/discussion/10899071/retrieving-nodeid-sessionid-seqnum-within-uccx-scripting), tag it to the call with set ent data, send it to the agent, and then when the call returns to your survey script use that data to read the information from the UCCX DB. If I recall correctly, polling the UCCX HR DB from UCCX is 'unsupported' so you might need to put an external server in that can read the data, or maybe just insert a record to a DB on that external server containing the call ID, customer input and so on. That external server can then upload the data to your third party at it's leisure, and the CCX scripting would be simpler.

Aaron

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

View solution in original post

Aaron Harrison · ‎08-27-2014

Hi

You aren't going to be able to collect the call 'end' time at the point you connect it to the agent.

If it's a post call survey, you'll be running it at the end of the call. If the agent diverts the call (or with a voice action) back to the survey script, that script will need to pull the details of the original call.

One method might be to retrieve the call ID (like so: https://supportforums.cisco.com/discussion/10899071/retrieving-nodeid-sessionid-seqnum-within-uccx-scripting), tag it to the call with set ent data, send it to the agent, and then when the call returns to your survey script use that data to read the information from the UCCX DB. If I recall correctly, polling the UCCX HR DB from UCCX is 'unsupported' so you might need to put an external server in that can read the data, or maybe just insert a record to a DB on that external server containing the call ID, customer input and so on. That external server can then upload the data to your third party at it's leisure, and the CCX scripting would be simpler.

Aaron

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

dannoofWI · ‎08-27-2014

Thanks Aaron,

It appears that call 'end time' being an option may not be necessary to send to the third party, but is there any way to pull the 'supervisor name or Id' in the script?

Dan

Aaron Harrison · ‎08-28-2014

Hi

You'd need to pull that from the UCCX HR DB. The 'resource' and 'supervisor' tables are joined by the 'team' table, you'd query those.

Aaorn

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

UCCX Call Detail in script