How to get contact info on CCX 7.0 Premium??

Answered Question
Aug 10th, 2009

Hi all,

I have CCX 7.0 Express (premium), I'm trying to develop a script that at the end if no agent available after 30 sec of waiting, ask the customer to leave his informations (contact info: name, company and his number), and send him to a e-mail address (supervisor e-mail).

Do you have any idea??

I have this problem too.
0 votes
Correct Answer by Jonathan Schulenberg about 7 years 5 months ago

You could do this within Unity with the same result. You could use a call handler (system or interview) to record a message and send it to a disribution list of one or more mailboxes. You could also transfer it directly to a specific mailbox. Unity Connections can forward the message (called relay) to an email address if a mailbox is properly configured to do so.

Same result either way. Personally I would do it in CCX because you are not reliant on another server/platform. I always attempt to keep as few platforms as possible in the call path; fewer points of failure that way.

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 4 (2 ratings)
Loading.
Jonathan Schulenberg Mon, 08/10/2009 - 13:36

You can record an audio message and then attach the resulting WAV file to an email message destined for the supervisor. You would not be able to capture this as text without an ASR server though.

You could look at the sample scripts here to get started:

http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/script_repository_701.zip

Naoufal KERBOUTE Mon, 08/10/2009 - 14:22

Hi,

First thank you for your reply,

I have a question, is there any other solution with unity connection, like forward the call to a unity and leave info then forward it to agents??

Regards

Correct Answer
Jonathan Schulenberg Tue, 08/11/2009 - 05:29

You could do this within Unity with the same result. You could use a call handler (system or interview) to record a message and send it to a disribution list of one or more mailboxes. You could also transfer it directly to a specific mailbox. Unity Connections can forward the message (called relay) to an email address if a mailbox is properly configured to do so.

Same result either way. Personally I would do it in CCX because you are not reliant on another server/platform. I always attempt to keep as few platforms as possible in the call path; fewer points of failure that way.

Naoufal KERBOUTE Tue, 08/11/2009 - 05:42

Hi,

Thank you very much my friend for your advice, i will try to develop the script and back to you if i need any help.

Many thanks

Actions

This Discussion