Using IPIVR and outside vendor to score inbound calls

[s-mcfarland]

I have one of ‘those’ projects that just got handed to me, and I need some help going down this rabbit hole.

 The goal: when a person calls in and presses ‘1’ in an IPIVR script, the caller ID is passed via https to an outside information vendor, that vendor then scores the caller ID with propensity to purchase information, hands that information back to the IVR and based on the caller score is routed to different skill groups.

 My question: is it possible for the IPIVR to place an https call and get that data back from an outside source (not backend database)?

IPIVR/CCX v 9.0.2

UCCE v 9.0.4

[Deepak Rawat]

Yes it is possible for UCCX to place a HTTPS call and then retrieve the data within the script using Document steps such as Create URL Document, Get XML etc. However in the versions prior to 10.x, you will need to contact TAC who will perform the workaround of below defect in order to get it working for a HTTPS url, HTTP url will work fine even without performing the workaround:

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCue13884/?reffering_site=dumpcr

Refer to below Field Communication for version 10 that provides more details about this change:

http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/116797-technote-uccx-00.html#

Also, I am attaching a sample script in case it helps.

Regards

Deepak

[s-mcfarland]

Thank you  Deepak, your help is appreciated!

[Deepak Rawat]

No issues, please remember to mark the thread as Answered if there are no further questions on the topic.

Regards

Deepak