UCCX Session / Call Variables

[david_legrand]

Dear all,

My environment : UCCX 12.5

Here is is my use case :

I have a standard UCCX Call flow, routing a call to an agent.

In the same time, I want to trigger a HTTP trigger flow from a 3rd party application, for updating a Call Variable related to the active call distributed to the agent.

Would it be possible to achieve this from script editor ? (Maybe through the Sessions Steps)

Thanks for your help.

David

[Elliot Dierksen]

Is there some unique identifier that both the HTTP and Telephony contacts would know? If the answer is yes, you can use that value as a session key and put data in there. I believe by default sessions live to 15 minutes. Somehow both scripts need to be able to figure out a common key to use so you could store information from one source that the other source could locate.

[david_legrand]

Hello Elliot,

First, thanks for your quick reply. Just to be sure, that's what I did on the Voice script :

1. Using a "Get Session" step
2. Using a "Get Session info" step
3. Using a "Session Mapping" step (with Calling number, my common identifier with HTTP script

On the HTTP script :

1. Using "Get Contact Info" step
2. Using a "Get Session" step with the Phone number ("3363" hard coded in the script)
3. Using a "Set Enterprise Call Info" for updating the Call variable, but the script fails here.

Maybe I am not using these steps correctly. (CF attached screenshots)

David

[Elliot Dierksen]

Here is a snippet of a working script that uses session variables. This one uses the CM global call ID so that once the caller selects a language, it doesn't prompt them again as they get transferred to different CCX applications.

[david_legrand]

Thank you Elliot, I can now retrieve information coming from a previous interaction through the session steps.

One last question, once I have the identified session on the http script, do you think I can update Call Variable on the active call routed to the agent.

When I try using the "Set Enterprise Call Info" step, I get an error. Not sure if it could work as I try to update call variable from an http script.

David

[Elliot Dierksen]

What variable are you trying to update? You should be able to update any of the 10 custom call variables.

[david_legrand]

I am trying to update regular Call Variables. (Call Variables from 1 to 10). I probably missed something, I will try again.

[Elliot Dierksen]

Are you using the triggering contact, or some other contact variable? If you aren't using the correct contact, it certainly won't work. Below is a snippet where I am setting one of the call variables.

[david_legrand]

Hi Elliot,

On my http script, I have created a local Contact variable.

I try to assign the new contact variable with the correct value. I think that's where I stuck.

According to this Cisco doc, I've used the Get trigger Info to treat the interaction as a call, but I think I misunderstand the contact assignment based on sessions.

https://developer.cisco.com/docs/contact-center-express/#!the-get-trigger-info-step

Maybe I need to use a "Set" step to initiate the contact variable based on the session Object ?

Here is my HTTP script, in case you have an idea.

https://drive.google.com/file/d/1w-yoZ0Tv9k8Fauv5GiJAr12Va4nOjTOh/view?usp=sharing

It fails on the Call Variable assignment.

Thanks for your help.

David

 

 

[Elliot Dierksen]

***Most*** people use Triggering Contact, primarily because this is pretty much always there. I have a contact variable that I pass between applications and/or sub-flows, but that isn't the normal.If you are trying to associate this value with the inbound request generated by an HTTP trigger, try setting enterprise call info on Triggering Contact.