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UCCX 7.1 Custom Script

Unanswered Question
Nov 21st, 2011
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Has anyone created a custom script that would include a variable to send out a faxed form to customers?  From what I understand, business leads and/or customers would pull information from iSeries and if the customer wants, can receive a faxed form through a UCCX phone script.  If you have, could you share the configuration.  I have worked with quite a few scripts but have never included the ability to request a faxed document automatically.  Any help would be great!  Thank you...


Tracy

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tholland3 Mon, 11/21/2011 - 06:43
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Also, found out that we will use web services to access fax rpg through URL so I guess I would just need to point the script to particular URLs...anyone done something like this?

Arun Thomas Tue, 11/22/2011 - 06:39
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Tracy,


IPCX will be fetching the data from iSeries? What kind of Database is that? I hope you have premium version IPCX for the db integration?

tholland3 Tue, 11/22/2011 - 06:50
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The data would come from iSeries but the developers are going to make a

front-end web services page for faxing where I would point IPCX to by URL.

I'm not sure about the type of database but could find out. We are

running UCCX (Express v7.01)


Tracy Holland

Network Voice Engineer

Estes Express Lines

[email protected]

(804) 353-1900 x2436




From:

arunvoip4

To:

Tracy Holland

Date:

11/22/2011 09:39 AM

Subject:

- Re: UCCX 7.1 Custom Script





Home

Re: UCCX 7.1 Custom Script

created by Arun Thomas in Contact Center - View the full discussion

Tracy,

IPCX will be fetching the data from iSeries? What kind of Database is

that? I hope you have premium version IPCX for the db integration?

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Arun Thomas Tue, 11/22/2011 - 06:59
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is that UCCX 7.1 standard/enhanced/Premium? do we need a direct db integration with the Iseries db?


or is it just sending an http req to your webserver?

tholland3 Wed, 11/23/2011 - 11:15
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1. Premium version

2. and 3. It should be just an http request, no db integration should be

necessary.


Tracy Holland

Network Voice Engineer

Estes Express Lines

[email protected]

(804) 353-1900 x2436




From:

arunvoip4

To:

Tracy Holland

Date:

11/22/2011 09:59 AM

Subject:

- Re: UCCX 7.1 Custom Script





Home

Re: UCCX 7.1 Custom Script

created by Arun Thomas in Contact Center - View the full discussion

is that UCCX 7.1 standard/enhanced/Premium? do we need a direct db

integration with the Iseries db?

or is it just sending an http req to your webserver?

Reply to this message by going to Home

Start a new discussion in Contact Center at Home








For 80 Years — Delivering Solutions that Exceed Expectations.




This communication and any transmitted documents are intended to be

confidential. If there is a problem with this transmission, please contact

the sender. If the reader of this message is not the intended recipient,

or the employee or agent responsible to deliver it to the intended

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Arun Thomas Thu, 11/24/2011 - 00:30
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"business leads and/or customers would pull information from iSeries" - how you want to get this info? is it via http req or pulling it from a Db?


I think, for sending the fax we will need to pull the info from somewhere (db ?) how you will get this info?


"Also, found out that we will use web services to access fax rpg through URL" - i Agree this that this can be done via http req to webserver

tholland3 Mon, 11/28/2011 - 05:54
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http request for the first question...once I am given the URL from

development, I will have more information on how this will be done.

Thanks! Have you done anything like this before?


Tracy Holland

Network Voice Engineer

Estes Express Lines

[email protected]

(804) 353-1900 x2436




From:

arunvoip4

To:

Tracy Holland

Date:

11/24/2011 03:30 AM

Subject:

- Re: UCCX 7.1 Custom Script





Home

Re: UCCX 7.1 Custom Script

created by Arun Thomas in Contact Center - View the full discussion

"business leads and/or customers would pull information from iSeries" -

how you want to get this info? is it via http req or pulling it from a Db?

I think, for sending the fax we will need to pull the info from somewhere

(db ?) how you will get this info?

"Also, found out that we will use web services to access fax rpg through

URL" - i Agree this that this can be done via http req to webserver

Reply to this message by going to Home

Start a new discussion in Contact Center at Home








For 80 Years — Delivering Solutions that Exceed Expectations.




This communication and any transmitted documents are intended to be

confidential. If there is a problem with this transmission, please contact

the sender. If the reader of this message is not the intended recipient,

or the employee or agent responsible to deliver it to the intended

recipient, you are hereby notified that any dissemination, distribution or

copying of this communication is strictly prohibited.

tholland3 Mon, 11/28/2011 - 13:38
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Hello,


Here is what the call flow for the fax portion should look like:


"You have reached the Claims Department. This call may be monitored or

recorded for quality assurance."

"To request a claim form, press 1"

"Please enter your 10-digit fax number where you want the form to be

faxed, beginning with the area code."

Caller enters 10-digit fax number

"You entered xxx-xxx-xxxx. If this is correct, press 1. If you would

like to re-enter your 10 digit fax number, press 2. Or, press 8 to return

to the main menu.

Caller presses 1

UCCX calls out to URL web address for the claim form and dials out to the

entered fax number (would need to figure out how to know if the call needs

to be dialed as long distance, 7-digit or 10-digit). How to do outbound

calling???

"Your fax request has been processed. If you don't receive your fax

within one hour, please call us and speak with a customer support

representative. Press 8 to return to the main menu or if you've completed

your call, simply hang up."


What would my custom script look like? Any help would be wonderful!!!

Thanks!





Tracy Holland

Network Voice Engineer

Estes Express Lines

[email protected]

(804) 353-1900 x2436




From:

arunvoip4

To:

Tracy Holland

Date:

11/24/2011 03:30 AM

Subject:

- Re: UCCX 7.1 Custom Script





Home

Re: UCCX 7.1 Custom Script

created by Arun Thomas in Contact Center - View the full discussion

"business leads and/or customers would pull information from iSeries" -

how you want to get this info? is it via http req or pulling it from a Db?

I think, for sending the fax we will need to pull the info from somewhere

(db ?) how you will get this info?

"Also, found out that we will use web services to access fax rpg through

URL" - i Agree this that this can be done via http req to webserver

Reply to this message by going to Home

Start a new discussion in Contact Center at Home








For 80 Years — Delivering Solutions that Exceed Expectations.




This communication and any transmitted documents are intended to be

confidential. If there is a problem with this transmission, please contact

the sender. If the reader of this message is not the intended recipient,

or the employee or agent responsible to deliver it to the intended

recipient, you are hereby notified that any dissemination, distribution or

copying of this communication is strictly prohibited.

tholland3 Wed, 11/30/2011 - 10:51
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I just found the feature called Outbound feature that would allow us to

use UCCX to make the outgoing fax calls and all the area codes and time

zones are already pre-populated within UCCX...does this seem like a viable

option along with the UCCX script


Tracy Holland

Network Voice Engineer

Estes Express Lines

[email protected]

(804) 353-1900 x2436




From:

arunvoip4

To:

Tracy Holland

Date:

11/24/2011 03:30 AM

Subject:

- Re: UCCX 7.1 Custom Script





Home

Re: UCCX 7.1 Custom Script

created by Arun Thomas in Contact Center - View the full discussion

"business leads and/or customers would pull information from iSeries" -

how you want to get this info? is it via http req or pulling it from a Db?

I think, for sending the fax we will need to pull the info from somewhere

(db ?) how you will get this info?

"Also, found out that we will use web services to access fax rpg through

URL" - i Agree this that this can be done via http req to webserver

Reply to this message by going to Home

Start a new discussion in Contact Center at Home








For 80 Years — Delivering Solutions that Exceed Expectations.




This communication and any transmitted documents are intended to be

confidential. If there is a problem with this transmission, please contact

the sender. If the reader of this message is not the intended recipient,

or the employee or agent responsible to deliver it to the intended

recipient, you are hereby notified that any dissemination, distribution or

copying of this communication is strictly prohibited.

tholland3 Wed, 11/30/2011 - 11:20
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Now that I am looking about the viability of the Outbound dialing

feature...is there anyway to include in the script when the customer

enters their fax number to take that number and use the Outbound feature

to dial out to that customer no. Just in the preliminary reading, it

looks like there needs to be "contacts" added to the Campaign...could a

script be written to include that customer fax number (when entered into

the script by customer) be taken and added to a Campaign called "Claims"

for example...just a thought


Tracy Holland

Network Voice Engineer

Estes Express Lines

[email protected]

(804) 353-1900 x2436




From:

arunvoip4

To:

Tracy Holland

Date:

11/24/2011 03:30 AM

Subject:

- Re: UCCX 7.1 Custom Script





Home

Re: UCCX 7.1 Custom Script

created by Arun Thomas in Contact Center - View the full discussion

"business leads and/or customers would pull information from iSeries" -

how you want to get this info? is it via http req or pulling it from a Db?

I think, for sending the fax we will need to pull the info from somewhere

(db ?) how you will get this info?

"Also, found out that we will use web services to access fax rpg through

URL" - i Agree this that this can be done via http req to webserver

Reply to this message by going to Home

Start a new discussion in Contact Center at Home








For 80 Years — Delivering Solutions that Exceed Expectations.




This communication and any transmitted documents are intended to be

confidential. If there is a problem with this transmission, please contact

the sender. If the reader of this message is not the intended recipient,

or the employee or agent responsible to deliver it to the intended

recipient, you are hereby notified that any dissemination, distribution or

copying of this communication is strictly prohibited.

steakandeggs Thu, 04/26/2012 - 08:00
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I don't know if you ever got this done. UCCX doesn't have any built in rasterizer so you couldn't just configure an outbound call to magically fax the data. However, there are other ways. The easiest would be for you to use the  send email step with attachment or email body containing the fax content. Send the email to a fax gateway like a Cisco router with offramp faxing enabled, or to a fax server like Xmedius. There are many other fax gateway options besides. These will rasterize the contents of your fax and then transmit to a voice gateway to get the call onto the PSTN.

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