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UCCX to contact customers and play a prompt

Answered Question
Jul 10th, 2013
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Hi

   I am confused with a costumer request, they want their contact center (I suggested UCCX) to also call customers automatically and play some kind of greetings for example call a customer and say " Hello  and happy new year, best regards Company X"


Is it possible? if so how?



Thank you all

Correct Answer by Anthony Holloway about 4 years 1 month ago

Here is a link to the documentation talking about the Outbound option for IVR:

http://www.cisco.com/en/US/customer/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/configuration/guide/UCCX_BK_U6CE8C22_00_uccx-admin-guide-902_chapter_01100.html#UCCX_RF_PFA1641C_00


Since the Outbound option requires Premium licensing, that means you also have HTTP triggers.  With an HTTP triggered application, you could run a script on a server/computer in your network, which reads in customer phone numbers and calls the HTTP trigger, passing the customer number, and let UCCX use the Place Call step to call them, play the message, then hang up.


Example HTTP call:  http://uccx_server:9080/outbound?number=6125551212


In your script you would need to use the Get HTTP Contact Info, Place Call, Play Prompt, Terminate, and Send HTTP Response steps.  Optionally, I would recommend you use the On Exception Goto step to catch premature disconnects, and just end the script.


Anthony Holloway

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Correct Answer by david.macias about 4 years 1 month ago

Yes, you would need the outbound license to do this, but you could create campaigns to call customers and play a greeting.


david

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Correct Answer
david.macias Wed, 07/10/2013 - 05:51
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Yes, you would need the outbound license to do this, but you could create campaigns to call customers and play a greeting.


david

Correct Answer
Anthony Holloway Wed, 07/10/2013 - 07:43
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Here is a link to the documentation talking about the Outbound option for IVR:

http://www.cisco.com/en/US/customer/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/configuration/guide/UCCX_BK_U6CE8C22_00_uccx-admin-guide-902_chapter_01100.html#UCCX_RF_PFA1641C_00


Since the Outbound option requires Premium licensing, that means you also have HTTP triggers.  With an HTTP triggered application, you could run a script on a server/computer in your network, which reads in customer phone numbers and calls the HTTP trigger, passing the customer number, and let UCCX use the Place Call step to call them, play the message, then hang up.


Example HTTP call:  http://uccx_server:9080/outbound?number=6125551212


In your script you would need to use the Get HTTP Contact Info, Place Call, Play Prompt, Terminate, and Send HTTP Response steps.  Optionally, I would recommend you use the On Exception Goto step to catch premature disconnects, and just end the script.


Anthony Holloway

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BureeraSabir Thu, 03/27/2014 - 04:00
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Dear All,

I am using ipcc version 8.5. i have to add an feature in the contact center in which the system will auto generate calls to the customers for complaint managment and play a prompt with menu options that if complaint is resolved press one if not press 2.

I am new to ipcc so please can anybody help with proper steps to make it working.

we have a outbound licesnse.i tried another way doing it via a campaign but when i added a new compaign only agent based option was available so i am not left with the option to make ivr campaign for that.

the second option is i tried to make a http triggered application. but i really dont know how to make it work. how to use get http info in the script and place call method.

if any one can explain it in a simple way with proper steps to make auto call work for a single number first so that i can test it. that would be really appreciated.

Best Regards

Bureera Sabir

Anthony Holloway Thu, 03/27/2014 - 08:00
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You'll want to look into the Outbound IVR option.  Here's the description of the new feature from the UCCX 8.5 Release Notes:

New Features in Unified CCX 8.5(1)
Unified CCX 8.5(1) provides the following new features:
Outbound IVR Feature: Unified CCX 8.5(1) supports the Outbound IVR dialer that has the ability to dial contacts in a campaign and transfer the call to an IVR application. Outbound IVR dialer is typically used in appointment and bill payment reminder applications. This feature would be available with Unified CCX Premium license.

Source: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdf

You'll want to hire professional services from a Cisco partner if you are not comfortable designing and deploying this new feature.  Otherwise, here's your one stop shop learning center for all things UCCX:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html

Good luck.

cadisevirobert Sat, 07/20/2013 - 01:18
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Dear Anthony

    Thank you for your guidance, there is one other thing, can you please direct me to a sample http script, I have done all scripts for telephony systems, and when I opened HTTP I was not sure what should be the procedure. (Or maybe you kindly direct me to a document which describes this quickly)


Kindest Regards

Robert

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