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New Member

UCCX Scripting for customer survey

Hello All,

I have below customer survey requirement,

First Script

1) Call fro PSTN , called to toll free number which is land to IVR Port number at UCCX end

2) agent will answer the call.

3)agent will ask customer to submit survey online.

4) agent will transfer the call to trigger (eg. 2033) for customer survey , run the external script.

Second Script

1) Customer will get some prompt and menu option to fill the survey.

Now i am getting challenge to get the agent extension in second script  which i wanted to store in database

2 REPLIES
New Member

UCCX Scripting for customer survey

At least if the agent stays on long enough for the second script to answer, you could probably capture the calling number at that point and write it into the database.

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UCCX Scripting for customer survey

That's a good point.  The Calling Number value from Get Call Contact Info changes from the Agent to the Customer at the point in which the Agent completes the transfer.  If you simply played a prompt which informed the Agent when it was ok to complete the transfer, then you will have ample time to grab the Agent DN for your records.

Call Flow of Second Script

  1. Start
  2. Accept
  3. Get Call Contact Info to Grab Agent DN
  4. Play Prompt "Agent DN Recorded.  Please complete transfer now"
  5. Delay 3 seconds
  6. Begin Survey

Anthony Holloway

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Anthony Holloway

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