UCCX Scripting for customer survey

[nilesh_joshi]

Hello All,

I have below customer survey requirement,

First Script

1) Call fro PSTN , called to toll free number which is land to IVR Port number at UCCX end

2) agent will answer the call.

3)agent will ask customer to submit survey online.

4) agent will transfer the call to trigger (eg. 2033) for customer survey , run the external script.

Second Script

1) Customer will get some prompt and menu option to fill the survey.

Now i am getting challenge to get the agent extension in second script  which i wanted to store in database

[PCHoldmann]

At least if the agent stays on long enough for the second script to answer, you could probably capture the calling number at that point and write it into the database.

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[Anthony Holloway]

That's a good point.  The Calling Number value from Get Call Contact Info changes from the Agent to the Customer at the point in which the Agent completes the transfer.  If you simply played a prompt which informed the Agent when it was ok to complete the transfer, then you will have ample time to grab the Agent DN for your records.

Call Flow of Second Script

1. Start
2. Accept
3. Get Call Contact Info to Grab Agent DN
4. Play Prompt "Agent DN Recorded.  Please complete transfer now"
5. Delay 3 seconds
6. Begin Survey

Anthony Holloway

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[Anwar khan]

I want to know few things for creating customer survey.

1. what type of database do we need ! it's support SQL only ?

2. what exact things we require to deploy database?

3. if i get the document for creating database it will be much better ?

Thanks in advance.

Anwar

[Anthony Holloway]

1. Check the compatibility guide for direct DB integration support.

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html

2. Check the Administration Guide

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html

3. Depends on your ability to recall the data from the database. Keep in mind that storing the data is only half the challenge, the other challenge is making sense of it.

[Anwar khan]

How to upload JDBC driver of SQL server 2012.

when i am trying to upload the jdbc driver on uccx getting below error.

Error Occurred while validating the driver. : JDBC Driver:net.sourceforge.jtds.jdbc.Driver could not be loaded to class path

Could you please tell how to upload the driver and complete steps of integration of database.

Thanks for your reply.

[Anthony Holloway]

Sorry, I cannot help with that; I hope someone else can.

[Anwar khan]

Hi 

i would like to create survey script could you please share your script ..

Thanks in advanced.