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CCX 7 ENH Scripting - Set Contact Info For Closed Hours

When calls come in after hours or on weekends, how should the script be configured so the call is not marked abandoned?  I know that after the Closed step I can Set Contact Information to handled and it will be reflected in the Historical Reports, but doesn't this skew the statistics when we are really interested in what is happening during open hours?   I have looked at a number of sample scripts and docs but I can't find anything related to what I am trying to figure out.

2 REPLIES

CCX 7 ENH Scripting - Set Contact Info For Closed Hours

Hi,

Set Contact Info Step:

Use the Set Contact Info step to modify the context information associated with a contact. You can use

this step at the begining of the script to mark the contact as handled in the following scenarios: redirect,

transfer, terminate, and abandon. The default value for all of these attributes is true.

Set Contact Info Customizer Window

The Set Contact Info step often follows a Redirect step in the script, in order to mark the contact as

Handled.

A contact can be marked Handled only while it is active. Once a contact becomes inactive (for example,

after a successful transfer), the script has a maximum of 5 seconds to mark the contact as Handled;

otherwise the mark will have no effect in reporting.

The system automatically marks a contact as Handled when the contact is connected to a Cisco Unified

CCX or Intelligent Contact Management Enterprise (ICME) agent.

Note You cannot mark a contact as unhandled. Once a contact is reported as Handled, it will always be

reported as such.

Set Contact Info Properties

Property           Description

Contact           Contact variable for which you want to set information.

                       Default is Triggering Contact, unless another contact is defined.

Attributes/Names 

and Values          

Attribute names and values of contact information types. Valid choices are:

• Handled—Final result of contact; this is important for reporting purposes

• Language—Language that is used to retrieve prompts and/or grammars when

interacting with the contact.

• Session—Specified contacts can be associated with a different session object.

• Auto Handled on Redirect—It indicates whether to mark the contact as

handled in case of redirected call without waiting for it to be marked as

handled from Set Contact Info Step.

• Auto Handled on Transfer—It indicates whether to mark the contact as

handled in case of transferred call without waiting for it to be marked as

handled from Set Contact Info Step.

• Auto Handled on Terminate—It indicates whether to mark the contact as

handled in case of terminated call without waiting for it to be marked as

handled from Set Contact Info Step.

• Wait for Handled on Abandon —It indicates whether to wait for the handled

event before posting "CONTACT_TERMINATED" event for the Contact

Set (button) Select an attribute and click Set. The following happens:

• If you selected Handled, an X appears in the Value column.

• If you select Language or Session, the Set Contact dialog box appears. Use

the Select Variable drop-down menu or Expression Editor to choose a desired

variable and click OK.

Clear (button) To remove Attribute information, highlight a value in the list and click Clear.

Reference: page 49 onwards.

Cisco Unified Contact Center Express Editor Step Reference Guide,Release 8.5(1)

Hope it helps.

Anand

Please rate helpful posts !!

CCX 7 ENH Scripting - Set Contact Info For Closed Hours

Hi,

actually, a handled call will be a handled call no matter you set it to handled manually using the set contact info step, so yes, it will skew the statistics and all.

If I were you I would seriously consider to implement some reporting customization. If the call comes in, you can set it to handled or leave it as it is, abandoned, but also, just mark it somewhere (a database, or a file) that this call is not really abandoned.

G.

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