we are running ICM 7.1.4 with ccm 4.2.3 and CVP 3.1 (no vxml server) H323. we have a business requirement which is to transfer the customer to an IVR survey tree and to collect the CED from the customer to get the result of the survey. so in conclusion the business wants a report that contains the caller ID,the the options choosen(CED),the agent name(the agent who transfer the customer to the survey or the agent ID) the survey has 3 IVR call types which reflected by 3 ICM scripts. accordingly we implemented the call types and the scripts and we used NVRU type 10 (cvp warm transfer) from call type that skill group is configured we are able to know the agent ID but when the agent tranfer the customer to the survey call type there is no record for agent who made the tranfer while the other requirement are available(ANI and Ced) is there any way to get the Agent ID in survey call type.
Well you have the time stamp of when the call arrived to an agent and you know the ANI. Then when the call is transferred to the survey you will know the timestamp and the ANI of the responses. You will then have to marry those up to see which agent spoke with which ANI. It will not be exact if the customer called multiple times in a short period or if the ANI is not available, however you could also attach the router call key to the call to ensure you always have a unique identifier.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...