UCCX - Post Call Survey - how to restrict during Call Consult

[shanmugapriya.kr]

Hi,

We have used PostCallTreatment Scalar variable to hold the Post Call Survey application trigger number. While agent disconnects the call via Finesse, then the Post Call Survey application gets triggered using the value stored in PostCallTreatment variable. This approach is working fine.

However, if agent A does consult transfer/conference with another agent B for an query along with caller and after discussion, if agent B disconnects the call via Finesse, then Post Call Survey application gets invoked and prompts gets played to both caller and Agent A, which is wrong.

Is there anyway to restrict? Please suggest.

Regards,

Priya

[sandeepkumark]

Thank you for the detailed steps and I can confirm this is working fine.

[derek.fraser]

This is a great thread/discussion.  I landed here researching get/set enterprise call info steps to pass variables to the Post Call Survey (more for CUIC reporting purposes, but this is excellent info).  Thanks Bruno and Anthony! +5

[ChristopherBomba99469]

We configured our environment based on the settings above but the Call ID even after the consult and conference with the external party stays the same.  We have confirmed this from the CDRs within UCM.  Any other options?

globalcallid_callid	originalcalledpartynumber	finalcalledpartynumber	Comments
6543xx	52xx	999xx	Inbound call to trigger
6543xx	311xx	311xx	Call routes to agent
6543xx	b007xx	b007xx	Agent consults and conferences to external party.

If agent ends call within Finesse, it sends both original caller and external party to survey