I have PCCE 10 here and need to implement automatic post call survey feature which is after call ended, call will automatically transfered to post call survey application. I follow the document refer to PCCE 10 feature guide but still error. Below is summary I've configured :
I already test with manual post call survey and work well. The problem is using automatic post call. It's mean call cannot invoke post call app after agent hang up the call. I got little bit confuse about how to verify and get some log for this problem. Appreciated your help.
The automatic post call survey has nothing to do with CUCM configuration, it is entirely between CVP and ICM. You need to have a CVP DN set up in ICM, which the CVP post-call survey configuration will route to. Can you please detail what configuration you have put in place in CVP so far for this?
I already create dialed number in cvp. Detail configuration so far is :
Should there any step which is I missed to configure?
Please advice. Thank you
Did you configure in cvpop-->call server-->sip tab-->adv configuration-->Post Call Survey DNIS Mapping, incoming call DN, Survey DN?
If yes, also check sip.properties file maybe it wasn't applied properly...
I check in sip.properties file and not found my auto pcs dialed number so I put add on there. But it's still not work. Have another suspect? How I can get the log for tshoot auto pcs, I don't find any reference for tshoot auto pcs. Thank you.
So calls are going to agents, right?
You can call that PCS script directly, with no problem?
Regarding sip.properties, you should have that configuration in
cvpop-->call server-->sip tab-->adv configuration-->Post Call Survey DNIS Mapping, incoming call DN, Survey DN, before inserting into sip.properties.
If all those points checked, I'd go check CVP logs and maybe (this one shot in the dark) CSS and partitions of DN from which you are transfering calls to PCS and PCS DN...
Please follow the steps
1. Navigates to path Cisco\CVP\conf\icm.properties
2. Search for ICM.icmPCSUseCachedCallContext, this value must be set to TRUE to preserve Call Context Caching for PCS.
3. If it is set as false change it to True
3. Restart the CVP Service through OAMP.
4. You will have to perform the above steps on every CVP Server.
After that test accordingly.
I already enabled PCS in PCCE 10.5. It can work properly.
I just following suggestion from Jameson: "The call has to come into ICM through CVP":
Hope this help.
What is the method used to pass the agentID from ICM to CVP PCS in order to update it together with the survey results? At the moment we can pass the RouterKey information but that can't uniquely identify which agent handled this call that went to PCS
"How to get AgentID in CVP PCS script?"
I'm also looking for the same.
CSS and Partitions have nothing to do with CVP PCS configuration. When configured correctly, CVP takes the call back and routes it to a new ICM script. CUCM configuration doesn't matter here, only CVP and ICM.
Like I said, shot in the dark, :)
I always check every little bit when I am out of resources...
Sure, calls are going to agent. But after agent hang up the call, then call is ended, no transfer to post call survey. I checked in sip.properties and saw my DN on there. Btw, I checked router and cvp log but I didn't find error log. It will be good if I find the error log. Have any idea? Please advice.
In CVP Dialed Number Pattern configuration in CVP OAMP, you need a pattern that matches the DN that is originally being sent to ICM. In that pattern, you "Enable Post Call Survey for Incoming Calls", and set the "Survey Dialed Number Pattern" to the DN that you want to send to ICM for the second script. You don't need any other options checked for this DN pattern.
In ICM Dialed Number List, you need matching DN strings for both of the DN patterns defined in CVP OAMP. As usual for CVP DNs, you'll need one for every CVP server (Routing Client), and you'll need to make sure to map to the appropriate call types/scripts.
It sounds like you may just need to correct the CVP dialed number pattern.
I already uncheck the other option in CVP dialed number, only enable post call survey on there. Let me break down the configuration so far and correct me.
Do you have any idea from my configuration above? After agent hang up the call, it's still not transfer to pcs script. Thank you.
Is your original call originating through CVP, or through a CTI Route Point? If its originating through a CTI Route Point, I don't think it's going to work.
To get this to work with CUCM as the origination, you would need to change the path into ICM... so instead of:
CUCM->ICM (CTI Route Point)->Send To VRU(to CUCM Route Pattern)->CVP->ICM
you would have something like:
CUCM->CVP(through CUCM Route Pattern to CVP Trunk)->ICM
It's originating by CVP. I don't use CTI RP in this scenarion. As you mention in the above that no configuration need in CUCM, and in document also no mention about configuration in CUCM.
Something wrong here in CVP to ICM or vice versa because after agent hang up the calls, nothing happen(post call survey script didn't invoke ).
Any other advice ?
Check the Router Log Viewer in ICM, and see if there are any call route request errors that look like your second DN. If there are errors like this, then your ICM DN configuration has something wrong with it. If there are no errors in Router Log Viewer, then we will have to dig further in CVP.
Back to your advice previously about call originator which is ICM should as originator, right? I forgot to say that I still have CTI route point in call manager which is my DN for routing to agent. Do you think that it's mean CTI RP as originator in my scenario? I check router log and there is no error about route request, but unfortunately I didn't find my second DN in router log. Do you have any idea? Please advice.
If that CTI Route Point is where the first call enters ICM, then CVP Post Call Survey isn't going to work. The call has to come into ICM through CVP, so you can only do one of the following call flows:
CUCM -> CTI RP -> ICM does not pass the original call through CVP, and so won't ever match the PCS rules in CVP.
If you are confident that configuration is correct, then your next steps is to look into the logs. CVP log is the starting place. I'm not sure how familiar you are looking into CVP logs, here is what you should look for:
1. Identify where Agent leg is getting disconnected.
2. Right after the Agent leg disconnect, CVP waits for the Post Call Survey to kick in. If CVP doesn't find any match with the Dialed Number, it should clearly indicate in the logs. If you see no match, then go back your configuration. You may have configured in CVP OAMP, but not deployed properly.
3. If you see that Post Call Survey is matched and invoked, then continue to the logs to see what happened to the request to the ICM. From this point, CVPs responsibility is complete to invoke post call survey. Then it just become any other call sent to ICM. So, you need to check how ICM is configured once post call survey is invoked.
Let me know how if you need further help.
I am not familiar with cvp log but I tried to read it carefully. First, I checked log from router, I see my first DN which is my script route to agent. But, I don't see my second DN which is post call script. It's look like that DN for post call is not invoke because no one triggered it. Do you have idea?
There are many reason that you may not see the Post Call Survey DN in the Router log. One could be, CVP is not triggering it. It could be, you haven't configured any number on ICM router so PG is rejecting it. The best place would be to look at CVP logs. If you can make a single test call (make sure no other calls are there during the test), collect the logs and send over to me with ANI,DNIS and Agent Ext. I can quickly review to make sure CVP is doing the right thing. Screen shot of the configuration may require later.
You probably completed your PCS project. I am about to implement this in our environment and I don't have much experience in Call Studio. Can you give me some basic steps on how to create a Call Studio script for PCS?
I do really appreciate your help.