UCCX help desk script, collect digits/characters and route to relevant agent

[sarwarm123]

Hi there,

We have help desk script in place and its working fine. But I just wanted to add additional functionality in the script which take TICKET NUMBER from user and route call to relevant agent and it also display information on Agent's screen or on web browser which will help Agent to pull user's details in advance.

For example, user call on help desk and uccx script says, please enter your ticket number. I have managed to collect digits using get digit string but how can I route this call to relevant agent or assigned agent?

Second can user also enter characters using telephony keypad? I have one more idea, is this possible to ask user to speak your name and then this play in audio file on Agents machine which will tell agent in advance user's name and ticket number

Can we also display user's information on web browser?

Thanks in advance

[Gergely Szabo]

Hi,

can you please tell us the UCCX version and license level (Premium, Enhanced, Standard).

RE 1: where is the ticket number - relevant agent mapping stored? Is it a database perhaps? If so, is there SQL access? If so, is it Oracle or IBM DB2 or Microsoft SQL?

RE 2a: (alpha chars using phone keypad): not by default.

RE 2b: (record caller's name and play it at the agent machine): theoretically, it is possible, although I cannot imagine a customer who uses phone (meaning he/she needs something quickly) but has the patience to play around with recording his/her name.

RE 3: can you tell me what web browser? Do you mean that embedded browser within the CAD?

G.

[sarwarm123]

Thank you for your prompt reply

We have UCCX 9 premium version

RE1: Ticket system (Marval) is connected with Microsoft SQL

RE2: How to activate Alpa chars?

RE2b: So you saying idea of recording name of the user is not very practical. Basically I was thinking if system ask please say your name followed by # like WebEx then it can be played on Agents machine before call connects

RE3: Yes it could be embedded browser of launch external browser I mean IE. Basically idea is if we display ticket number, user name and queue name on user's screen it will be handy for Agent

Regards,

[Gergely Szabo]

Hi,

RE 1: OK, you can do what we call 'database dips'. Based on a piece of information you look up a set of information in a database. The input parameter would be the ticket number entered by the customer. Using the relevant Database steps in the UCCX script you should be able to look up the relevant agent in the database;

RE 2a: you don't activate it, you write a method to mimic that. By using a database, or rather, a mapping of numbers and names. For instance: '262'='BOB', '4734'='GREG' and so on;

RE 2b: well, I would strongly advise against it because it would slow down the whole communication, plus the second part (playing it to the agent before the call connects - this is a feature known as whisper announcement) is not supported in UCCX;

RE 3: OK, again, if you have a unique identifier from the database, you can create a simple web page that would take that identifier and direct the CAD browser to that page (naturally, with dynamically generated information).

G.

[sarwarm123]

Hi Gerely,

Can you please tell me how to do database dips using UCCX scripts. Do you have any sample code?

RE 3: is also interested one but if I can manage to integrate UCCX with external database and can pull the information then it would be great. Please help me in this

Regards,

[Gergely Szabo]

Hi,

about database dips: well, I can help you but I would strongly recommend to read the following document: Cisco Unified Contact Center Express Getting Started with Scripts, Release 9.0(1) first (especially chapter 11).

About that embedded webpage: alright, we can perhaps use the HTTP functionality of the UCCX.

First, let's start collecting the necessary information:

- the database server version,

- the table(s) where relevant info is stored (ticket number - agent identifier),

We will also need a user and a password in order to log into that database.

G.

[sarwarm123]

Hi Gergely,

Thanks for sharing Cisco Doc. Good news is I have managed to connect my UCCX with external database "Microsoft SQL" I have installed jtds.jdbc.driver from sourceforge. Test connection is successful, I can also see table in script editor using DB Read command.

I noticed one thing FirstName and SecondName columns in the table showing unsupported type. Can you please tell me why? First Name and Second Name are defined in Database nvarchar (max). Is that because of max?

Now I need some help in sample script how to display information get from the database in the form of HTML on Agent machine

Please see one attached pic

Regards,

[Gergely Szabo]

Hi,

it's probably because of NVARCHAR. There's a workaround to it.

Do you have access to the database? We are going to create a fake table with the same columns but this time we are using VARCHAR instead of NVARCHAR.

G.

[sarwarm123]

Hi  Gergely,

Its working now with nvarchar with set limit on characters before that I set max. Database is connected I can see table and can read and display the value in the CAD screen using Set Enterprise Call Info

Now I want to display that information on the web browser instead of showing on CAD screen

[Gergely Szabo]

Okay, with UCCX Premium, you can write a HTTP triggered script. Use the Send HTTP Response step to send data to the web browser.

But let me ask you this first: do you have any plan how that web should look like? For instance, plain text is sufficient or do you require a nice and neat table? If so, do you have any HTML experience?

G.

[sarwarm123]

We have premium version. Yes I do have of knowledge. Also I use some time Dreamweaver. We can do some tables but plain text will be fine. I can amend html file later with table etc

Thanks,

[Gergely Szabo]

Hi,

OK, I want you to create a simple HTML page. We are going to use it as a template. Are you able to create it?

G.

[sarwarm123]

Hi Gergely,

Please see attached html code

[Gergely Szabo]

Hi,

er... is there a special reason why this is a form? What I understood was that you only want to show something to the agent (look up a piece of information in a database, insert that information in a page, send it to the browser). Are we expecting anything from this webpage?

It's not a problem but I need to know.

G.

[sarwarm123]

Hi Gergely,

The requirement is we need to collect digits from the caller and then pull details of the caller from the database and display in the embedded or external browser. I have managed to connect with database with your help and have also managed to display information in the CAD Layout but problem is its too small. Agent struggles to read this. So that's why thought display all required details in the browser for example. Call Ref Number, First Name, Second Name and subject etc

There is one more requirement, information should be displayed while its ringing. We have three queues, incident, urgent and password reset queues. I know we might need to apply rule in Cisco Desktop Administrator but not very clear how to do.

I also tried to open some word document when call answered from Urgent queue but unable to configure rule because I cannot see enterprise data apart from Calling#, Called# etc.