IPCC Enterprise 7.5(6)
We had a vendor develop some IVR & ICM scripts a few years back to take a website triggered request and pass along it’s value from the header, store it into Call Peripheral Variable 1 and place a call to a queue with agents (using CAD). It then sets off a work flow group macro to populate this value (from PV1) into another application along with a repeating message to the agent that says they have a new request. Since we recently upgraded our IVR to 7.0(1)sr05, I had to change the scripting some to make it work. They were using a freaky way of getting the value into PV1 using a pre-connect application triggered from the initial application. Anyway, their method would not work with the new version any longer so I needed to alter the scripts some.
The problem I’m having is that PV1 is being set after the Place Call step. This actually needs to be set before it reaches an agent in order to pass the value into CAD. Currently, I’ve been using some delay statements in the ICM script to give it time to get the value into PV1 but it’s not 100%. I get sporadic results.
Current script in test.
I’m looking to see if anyone can tell me a way to setup the Set Enterprise Call Info step before the Place Call step? Since this is HTTP triggered, I can’t use (Triggering Contact) and I haven’t been able to set a pseudo contact because debug tells me that the contact is null or because it’s not a call contact.