Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Bill Talley]

✋️

The critical piece to our clients would be the report format both in summary 
format and call-by-call detail. 

For example, a summary report would show how many callers pressed 1, 2, 3, etc 
during the selected reporting range, whereas call detail report would show menu 
selections at each menu during a specific call.  To me, that's a significant 
deficiency when using custom call variables.  

Sent from a mobile device with very tiny touchscreen input keys. Please excude 
my typtos.

> On Jul 19, 2017, at 4:07 PM, Tanner Ezell  wrote:
> 
> Out of curiosity, who or their customers would be interested in a drop in 
> solution that would automatically perform menu option and flow reporting 
> without much if any modification to scripts?
> 
> Essentially you would drop in an application, turn it on, and it would begin 
> reporting on menu selections (valid and invalid) automatically without using 
> custom call variables? The only thing you'd probably want to change at the 
> script level would be to add some kind of identifier, i.e: "Customer Service 
> Main menu", for reporting purposes.
> 
>> On Wed, Jul 19, 2017 at 2:00 PM, Anthony Holloway 
>>  wrote:
>> There's advantages and disadvantages to both, for sure.  If I in fact did a 
>> call subflow, I feel confident I would not have this issue, but then I will 
>> lose reporting for calls which enter the second script.  I.e., Calls 
>> presented.  So, double edge sword here.  Thanks for the suggestion though.
>> 
>> 
>>> On Wed, Jul 19, 2017 at 9:45 AM Blakeman, Stephen  wrote:
>>> I remember having an issue with going between UCCX scripts and was advised 
>>> to not do the Call Redirect but instead use the Call Subflow step from TAC. 
>>> Not sure if that would help or not. Our issues were having to do with 
>>> trying to deliver calls to agents on the second(transferred) script. I 
>>> changed to the Call Subflow and the issues went away for me.
>>> 
>>>  
>>> 
>>> From: cisco-voip [mailto:cisco-voip-boun...@puck.nether.net] On Behalf Of 
>>> Anthony Holloway
>>> Sent: Tuesday, July 18, 2017 5:13 PM
>>> To: Cisco VoIP Group 
>>> Subject: [cisco-voip] UCCX Custom Call Variables - Script to Script 
>>> Transfers
>>> 
>>>  
>>> 
>>> I'm working on a menu selection tracking solution, which survives across 
>>> transfers between department IVRs.  It's not going well.  In fact, I'm 99% 
>>> positive it's not possible, and I might have to look outside of UCCX to 
>>> solve this.  I.e., DB or WS integration
>>> 
>>>  
>>> 
>>> Scenario: Caller dials Main Line script, selects option 7 for Help Desk, 
>>> caller gets transferred via Call Redirect step to the Help Desk script, 
>>> selects option 2 for password reset, then speaks to an Agent.  Each script 
>>> is writing CCV1 with the menu selections made during the script execution.
>>> 
>>>  
>>> 
>>> I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0 
>>> is written immediately after the transfer to the Help Desk, and includes 
>>> the CCV value of 7.
>>> 
>>>  
>>> 
>>> However, and here's the unexpected part, the Session Seq Num 1 is also 
>>> written to the CCD table at the same time, with the same CCV value: 7, 
>>> despite the call still being active on the second script.  Then when the 
>>> call is disconnected, the CCV does not change or get updated for the 
>>> Session Seq Num 1, which was already written to the CCD table.
>>> 
>>>  
>>> 
>>> Example CCD Record Set - This query was ran while the call was active on 
>>> the second leg (seq num 1) and before the call reached an Agent).
>>> 
>>>  
>>> 
>>> admin:run uccx sql db_cra select limit 2 startdatetime, sessionid, 
>>> sessionseqnum, applicationname, applicationtaskid, originatordn, 
>>> callednumber, customvariable6 from contactcalldetail where originatordn 
>>> like '%16125551212' order by startdatetime desc
>>> 
>>> STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME  
>>> APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1
>>> 
>>> 
>>> 
>>> 2017-07-18 20:36:57.856  5326646  1  HelpDesk 
>>> 

Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Tanner Ezell]

Out of curiosity, who or their customers would be interested in a drop in
solution that would automatically perform menu option and flow reporting
without much if any modification to scripts?

Essentially you would drop in an application, turn it on, and it would
begin reporting on menu selections (valid and invalid) automatically
without using custom call variables? The only thing you'd probably want to
change at the script level would be to add some kind of identifier, i.e:
"Customer Service Main menu", for reporting purposes.

On Wed, Jul 19, 2017 at 2:00 PM, Anthony Holloway <
avholloway+cisco-v...@gmail.com> wrote:

> There's advantages and disadvantages to both, for sure.  If I in fact did
> a call subflow, I feel confident I would not have this issue, but then I
> will lose reporting for calls which enter the second script.  I.e., Calls
> presented.  So, double edge sword here.  Thanks for the suggestion though.
>
>
> On Wed, Jul 19, 2017 at 9:45 AM Blakeman, Stephen 
> wrote:
>
>> I remember having an issue with going between UCCX scripts and was
>> advised to not do the Call Redirect but instead use the Call Subflow step
>> from TAC. Not sure if that would help or not. Our issues were having to do
>> with trying to deliver calls to agents on the second(transferred) script. I
>> changed to the Call Subflow and the issues went away for me.
>>
>>
>>
>> *From:* cisco-voip [mailto:cisco-voip-boun...@puck.nether.net] *On
>> Behalf Of *Anthony Holloway
>> *Sent:* Tuesday, July 18, 2017 5:13 PM
>> *To:* Cisco VoIP Group 
>> *Subject:* [cisco-voip] UCCX Custom Call Variables - Script to Script
>> Transfers
>>
>>
>>
>> I'm working on a menu selection tracking solution, which survives across
>> transfers between department IVRs.  It's not going well.  In fact, I'm 99%
>> positive it's not possible, and I might have to look outside of UCCX to
>> solve this.  I.e., DB or WS integration
>>
>>
>>
>> Scenario: Caller dials Main Line script, selects option 7 for Help Desk,
>> caller gets transferred via Call Redirect step to the Help Desk script,
>> selects option 2 for password reset, then speaks to an Agent.  Each script
>> is writing CCV1 with the menu selections made during the script execution.
>>
>>
>>
>> I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num
>> 0 is written immediately after the transfer to the Help Desk, and includes
>> the CCV value of 7.
>>
>>
>>
>> However, and here's the unexpected part, the Session Seq Num 1 is also
>> written to the CCD table at the same time, with the same CCV value: 7,
>> despite the call still being active on the second script.  Then when the
>> call is disconnected, the CCV does not change or get updated for the
>> Session Seq Num 1, which was already written to the CCD table.
>>
>>
>>
>> Example CCD Record Set - This query was ran while the call was active on
>> the second leg (seq num 1) and before the call reached an Agent).
>>
>>
>>
>> admin:run uccx sql db_cra select limit 2 startdatetime, sessionid,
>> sessionseqnum, applicationname, applicationtaskid, originatordn,
>> callednumber, customvariable6 from contactcalldetail where originatordn
>> like '%16125551212' order by startdatetime desc
>>
>> STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME
>> APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1
>>
>> 
>> 
>>
>> 2017-07-18 20:36:57.856  5326646  1  HelpDesk
>>  47000343967+16125551212 <(612)%20555-1212>  +16125551313
>> <(612)%20555-1313>  7,
>>
>> 2017-07-18 20:36:36.872  5326646  0  MainLine
>>  47000343963+16125551212 <(612)%20555-1212>  +16125551313
>> <(612)%20555-1313>  7,
>>
>>
>>
>> Recall that both records are written to the CCD table after the transfer
>> from the Main Line to the Help Desk, but while the call is still active on
>> the Help Desk script, and before the call is sent to the Agent.
>>
>>
>>
>> Anyway, all of your thoughts, opinions, confirmations and disputes are
>> all welcomed.  Thanks.
>>
>
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Anthony Holloway]

Agents transferring back in is no issue.  We do this for post call surveys
and can write CCV for those.  It's specifically for script to script
transfers where I cannot do what I need to do.  I like your thought on
Context Service, and possibly tracking a customer journey that way.  Seems
well suited for the task at hand.  However, there's no reporting in CS
today, and so it will be a disconnected API call with a CUIC report for the
Reporting Personnel.  I was looking for a Call Custom Vairable Stock Report
solution, though I'll keep this in mind.  Thanks!

On Wed, Jul 19, 2017 at 2:31 PM Pawlowski, Adam  wrote:

> I'm handling this more-or-less using Bill's suggestion to set the session
> and recall it later. Transferring between scripts is done by releasing the
> contact back to the UCM and ponging back in off of a RP or similar that
> holds another trigger. Or it's done by the agents when they get a call
> that's destined for another area, and they just hit transfer on their phone.
>
> You just need a key as the scripts have no idea about what's going on
> between each other without using a subflow or some other contact
> information to recognize what you're working with between executions. I use
> the calling party number but, since we can't necessarily trust this
> information we don't have anything sensitive in session data.
>
> It is very frustrating to watch a call be transferred between scripts and
> see the call time and data stack up on the agent's end but you can't get at
> that "logic" from the application. I suppose this makes it painfully
> obvious that the platform is more or less intended for a solitary
> application and not really different organizational silos in the same
> appliance.
>
> I'm not sure if the new context aware stuff will be of any value here. I
> hope so, it would be nice to be a little bit cleaner in the background.
>
> Best,
>
> Adam
> SUNYAB NCS
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Anthony Holloway]

There's advantages and disadvantages to both, for sure.  If I in fact did a
call subflow, I feel confident I would not have this issue, but then I will
lose reporting for calls which enter the second script.  I.e., Calls
presented.  So, double edge sword here.  Thanks for the suggestion though.

On Wed, Jul 19, 2017 at 9:45 AM Blakeman, Stephen  wrote:

> I remember having an issue with going between UCCX scripts and was advised
> to not do the Call Redirect but instead use the Call Subflow step from TAC.
> Not sure if that would help or not. Our issues were having to do with
> trying to deliver calls to agents on the second(transferred) script. I
> changed to the Call Subflow and the issues went away for me.
>
>
>
> *From:* cisco-voip [mailto:cisco-voip-boun...@puck.nether.net] *On Behalf
> Of *Anthony Holloway
> *Sent:* Tuesday, July 18, 2017 5:13 PM
> *To:* Cisco VoIP Group 
> *Subject:* [cisco-voip] UCCX Custom Call Variables - Script to Script
> Transfers
>
>
>
> I'm working on a menu selection tracking solution, which survives across
> transfers between department IVRs.  It's not going well.  In fact, I'm 99%
> positive it's not possible, and I might have to look outside of UCCX to
> solve this.  I.e., DB or WS integration
>
>
>
> Scenario: Caller dials Main Line script, selects option 7 for Help Desk,
> caller gets transferred via Call Redirect step to the Help Desk script,
> selects option 2 for password reset, then speaks to an Agent.  Each script
> is writing CCV1 with the menu selections made during the script execution.
>
>
>
> I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0
> is written immediately after the transfer to the Help Desk, and includes
> the CCV value of 7.
>
>
>
> However, and here's the unexpected part, the Session Seq Num 1 is also
> written to the CCD table at the same time, with the same CCV value: 7,
> despite the call still being active on the second script.  Then when the
> call is disconnected, the CCV does not change or get updated for the
> Session Seq Num 1, which was already written to the CCD table.
>
>
>
> Example CCD Record Set - This query was ran while the call was active on
> the second leg (seq num 1) and before the call reached an Agent).
>
>
>
> admin:run uccx sql db_cra select limit 2 startdatetime, sessionid,
> sessionseqnum, applicationname, applicationtaskid, originatordn,
> callednumber, customvariable6 from contactcalldetail where originatordn
> like '%16125551212' order by startdatetime desc
>
> STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME
> APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1
>
>
> 
>
> 2017-07-18 20:36:57.856  5326646  1  HelpDesk
>  47000343967+16125551212 <(612)%20555-1212>  +16125551313
> <(612)%20555-1313>  7,
>
> 2017-07-18 20:36:36.872  5326646  0  MainLine
>  47000343963+16125551212 <(612)%20555-1212>  +16125551313
> <(612)%20555-1313>  7,
>
>
>
> Recall that both records are written to the CCD table after the transfer
> from the Main Line to the Help Desk, but while the call is still active on
> the Help Desk script, and before the call is sent to the Agent.
>
>
>
> Anyway, all of your thoughts, opinions, confirmations and disputes are all
> welcomed.  Thanks.
>
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Anthony Holloway]

Admittedly, I have not tried exactly that, but what I do know is, the first
and second legs (seq num 0 and num 1) are written to CCD at the same time
(at the end of 0 and at the beginning of 1), and therefore, I would not be
able to record the menu presses in either if I did your suggestion.  My
testing has shown me, that a CCV can only be changed/updated before it's
committed to CCD.  Does your testing/implementation experience say
otherwise?

On Tue, Jul 18, 2017 at 5:37 PM Bill Talley  wrote:

> What if you write the menu options to a placeholder variable, passing the
> placeholder variable in session info and only set the CCV when the contact
> terminates?
>
> Sent from a mobile device with very tiny touchscreen input keys. Please
> excude my typtos.
>
> On Jul 18, 2017, at 4:13 PM, Anthony Holloway <
> avholloway+cisco-v...@gmail.com> wrote:
>
> I'm working on a menu selection tracking solution, which survives across
> transfers between department IVRs.  It's not going well.  In fact, I'm 99%
> positive it's not possible, and I might have to look outside of UCCX to
> solve this.  I.e., DB or WS integration
>
> Scenario: Caller dials Main Line script, selects option 7 for Help Desk,
> caller gets transferred via Call Redirect step to the Help Desk script,
> selects option 2 for password reset, then speaks to an Agent.  Each script
> is writing CCV1 with the menu selections made during the script execution.
>
> I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0
> is written immediately after the transfer to the Help Desk, and includes
> the CCV value of 7.
>
> However, and here's the unexpected part, the Session Seq Num 1 is also
> written to the CCD table at the same time, with the same CCV value: 7,
> despite the call still being active on the second script.  Then when the
> call is disconnected, the CCV does not change or get updated for the
> Session Seq Num 1, which was already written to the CCD table.
>
> Example CCD Record Set - This query was ran while the call was active on
> the second leg (seq num 1) and before the call reached an Agent).
>
> admin:run uccx sql db_cra select limit 2 startdatetime, sessionid,
> sessionseqnum, applicationname, applicationtaskid, originatordn,
> callednumber, customvariable6 from contactcalldetail where originatordn
> like '%16125551212' order by startdatetime desc
> STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME
> APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1
>
> 
> 2017-07-18 20:36:57.856  5326646  1  HelpDesk
>  47000343967+16125551212 <(612)%20555-1212>  +16125551313
> <(612)%20555-1313>  7,
> 2017-07-18 20:36:36.872  5326646  0  MainLine
>  47000343963+16125551212 <(612)%20555-1212>  +16125551313
> <(612)%20555-1313>  7,
>
> Recall that both records are written to the CCD table after the transfer
> from the Main Line to the Help Desk, but while the call is still active on
> the Help Desk script, and before the call is sent to the Agent.
>
> Anyway, all of your thoughts, opinions, confirmations and disputes are all
> welcomed.  Thanks.
>
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> https://puck.nether.net/mailman/listinfo/cisco-voip
>
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Anthony Holloway]

Ryan,

I like the suggestion, and infact was along the lines of something I
thought about: resetting by making the call go through a non-UCCX
controlled device between transfers, but I don't quite like the complexity
it introduces, but more so, I don't like using CDR for reporting.  Thanks
for the suggestion nonetheless.

On Tue, Jul 18, 2017 at 5:20 PM Ryan Huff  wrote:

> So, rather than transfer between applications; could you transfer into a
> CTIRp then CFWD to the recipient application trigger (assuming retain
> original calling party info is enabled)? Then use CAR to report/track hits
> to the CTIRp?
>
> Sent from my iPhone
>
> On Jul 18, 2017, at 6:15 PM, Anthony Holloway <
> avholloway+cisco-v...@gmail.com> wrote:
>
> Yes, but I'll hear what you have to say nonetheless.
>
> On Tue, Jul 18, 2017 at 4:23 PM Ryan Huff  wrote:
>
>> I assume you are looking for a solution solely within the confines of
>> ccx/cuic, without invoking the assistant of CUCM?
>>
>> Sent from my iPhone
>>
>> On Jul 18, 2017, at 5:13 PM, Anthony Holloway <
>> avholloway+cisco-v...@gmail.com> wrote:
>>
>> I'm working on a menu selection tracking solution, which survives across
>> transfers between department IVRs.  It's not going well.  In fact, I'm 99%
>> positive it's not possible, and I might have to look outside of UCCX to
>> solve this.  I.e., DB or WS integration
>>
>> Scenario: Caller dials Main Line script, selects option 7 for Help Desk,
>> caller gets transferred via Call Redirect step to the Help Desk script,
>> selects option 2 for password reset, then speaks to an Agent.  Each script
>> is writing CCV1 with the menu selections made during the script execution.
>>
>> I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num
>> 0 is written immediately after the transfer to the Help Desk, and includes
>> the CCV value of 7.
>>
>> However, and here's the unexpected part, the Session Seq Num 1 is also
>> written to the CCD table at the same time, with the same CCV value: 7,
>> despite the call still being active on the second script.  Then when the
>> call is disconnected, the CCV does not change or get updated for the
>> Session Seq Num 1, which was already written to the CCD table.
>>
>> Example CCD Record Set - This query was ran while the call was active on
>> the second leg (seq num 1) and before the call reached an Agent).
>>
>> admin:run uccx sql db_cra select limit 2 startdatetime, sessionid,
>> sessionseqnum, applicationname, applicationtaskid, originatordn,
>> callednumber, customvariable6 from contactcalldetail where originatordn
>> like '%16125551212' order by startdatetime desc
>> STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME
>> APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1
>>
>> 
>> 2017-07-18 20:36:57.856  5326646  1  HelpDesk
>>  47000343967+16125551212 <(612)%20555-1212>  +16125551313
>> <(612)%20555-1313>  7,
>> 2017-07-18 20:36:36.872  5326646  0  MainLine
>>  47000343963+16125551212 <(612)%20555-1212>  +16125551313
>> <(612)%20555-1313>  7,
>>
>> Recall that both records are written to the CCD table after the transfer
>> from the Main Line to the Help Desk, but while the call is still active on
>> the Help Desk script, and before the call is sent to the Agent.
>>
>> Anyway, all of your thoughts, opinions, confirmations and disputes are
>> all welcomed.  Thanks.
>>
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Pawlowski, Adam]

I'm handling this more-or-less using Bill's suggestion to set the session and 
recall it later. Transferring between scripts is done by releasing the contact 
back to the UCM and ponging back in off of a RP or similar that holds another 
trigger. Or it's done by the agents when they get a call that's destined for 
another area, and they just hit transfer on their phone.

You just need a key as the scripts have no idea about what's going on between 
each other without using a subflow or some other contact information to 
recognize what you're working with between executions. I use the calling party 
number but, since we can't necessarily trust this information we don't have 
anything sensitive in session data.

It is very frustrating to watch a call be transferred between scripts and see 
the call time and data stack up on the agent's end but you can't get at that 
"logic" from the application. I suppose this makes it painfully obvious that 
the platform is more or less intended for a solitary application and not really 
different organizational silos in the same appliance. 

I'm not sure if the new context aware stuff will be of any value here. I hope 
so, it would be nice to be a little bit cleaner in the background.

Best, 

Adam
SUNYAB NCS
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Blakeman, Stephen]

I remember having an issue with going between UCCX scripts and was advised to 
not do the Call Redirect but instead use the Call Subflow step from TAC. Not 
sure if that would help or not. Our issues were having to do with trying to 
deliver calls to agents on the second(transferred) script. I changed to the 
Call Subflow and the issues went away for me.

From: cisco-voip [mailto:cisco-voip-boun...@puck.nether.net] On Behalf Of 
Anthony Holloway
Sent: Tuesday, July 18, 2017 5:13 PM
To: Cisco VoIP Group 
Subject: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

I'm working on a menu selection tracking solution, which survives across 
transfers between department IVRs.  It's not going well.  In fact, I'm 99% 
positive it's not possible, and I might have to look outside of UCCX to solve 
this.  I.e., DB or WS integration

Scenario: Caller dials Main Line script, selects option 7 for Help Desk, caller 
gets transferred via Call Redirect step to the Help Desk script, selects option 
2 for password reset, then speaks to an Agent.  Each script is writing CCV1 
with the menu selections made during the script execution.

I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0 is 
written immediately after the transfer to the Help Desk, and includes the CCV 
value of 7.

However, and here's the unexpected part, the Session Seq Num 1 is also written 
to the CCD table at the same time, with the same CCV value: 7, despite the call 
still being active on the second script.  Then when the call is disconnected, 
the CCV does not change or get updated for the Session Seq Num 1, which was 
already written to the CCD table.

Example CCD Record Set - This query was ran while the call was active on the 
second leg (seq num 1) and before the call reached an Agent).

admin:run uccx sql db_cra select limit 2 startdatetime, sessionid, 
sessionseqnum, applicationname, applicationtaskid, originatordn, callednumber, 
customvariable6 from contactcalldetail where originatordn like '%16125551212' 
order by startdatetime desc
STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME  
APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1

2017-07-18 20:36:57.856  5326646  1  HelpDesk 
47000343967+16125551212  +16125551313  7,
2017-07-18 20:36:36.872  5326646  0  MainLine 
47000343963+16125551212  +16125551313  7,

Recall that both records are written to the CCD table after the transfer from 
the Main Line to the Help Desk, but while the call is still active on the Help 
Desk script, and before the call is sent to the Agent.

Anyway, all of your thoughts, opinions, confirmations and disputes are all 
welcomed.  Thanks.
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Bill Talley]

What if you write the menu options to a placeholder variable, passing the 
placeholder variable in session info and only set the CCV when the contact 
terminates?

Sent from a mobile device with very tiny touchscreen input keys. Please excude 
my typtos.

> On Jul 18, 2017, at 4:13 PM, Anthony Holloway 
>  wrote:
> 
> I'm working on a menu selection tracking solution, which survives across 
> transfers between department IVRs.  It's not going well.  In fact, I'm 99% 
> positive it's not possible, and I might have to look outside of UCCX to solve 
> this.  I.e., DB or WS integration
> 
> Scenario: Caller dials Main Line script, selects option 7 for Help Desk, 
> caller gets transferred via Call Redirect step to the Help Desk script, 
> selects option 2 for password reset, then speaks to an Agent.  Each script is 
> writing CCV1 with the menu selections made during the script execution.
> 
> I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0 is 
> written immediately after the transfer to the Help Desk, and includes the CCV 
> value of 7.
> 
> However, and here's the unexpected part, the Session Seq Num 1 is also 
> written to the CCD table at the same time, with the same CCV value: 7, 
> despite the call still being active on the second script.  Then when the call 
> is disconnected, the CCV does not change or get updated for the Session Seq 
> Num 1, which was already written to the CCD table.
> 
> Example CCD Record Set - This query was ran while the call was active on the 
> second leg (seq num 1) and before the call reached an Agent).
> 
> admin:run uccx sql db_cra select limit 2 startdatetime, sessionid, 
> sessionseqnum, applicationname, applicationtaskid, originatordn, 
> callednumber, customvariable6 from contactcalldetail where originatordn like 
> '%16125551212' order by startdatetime desc
> STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME  
> APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1
> 
> 2017-07-18 20:36:57.856  5326646  1  HelpDesk 
> 47000343967+16125551212  +16125551313  7,
> 2017-07-18 20:36:36.872  5326646  0  MainLine 
> 47000343963+16125551212  +16125551313  7,
> 
> Recall that both records are written to the CCD table after the transfer from 
> the Main Line to the Help Desk, but while the call is still active on the 
> Help Desk script, and before the call is sent to the Agent.
> 
> Anyway, all of your thoughts, opinions, confirmations and disputes are all 
> welcomed.  Thanks.
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Ryan Huff]

So, rather than transfer between applications; could you transfer into a CTIRp 
then CFWD to the recipient application trigger (assuming retain original 
calling party info is enabled)? Then use CAR to report/track hits to the CTIRp?

Sent from my iPhone

On Jul 18, 2017, at 6:15 PM, Anthony Holloway 
mailto:avholloway+cisco-v...@gmail.com>> wrote:

Yes, but I'll hear what you have to say nonetheless.

On Tue, Jul 18, 2017 at 4:23 PM Ryan Huff 
mailto:ryanh...@outlook.com>> wrote:
I assume you are looking for a solution solely within the confines of ccx/cuic, 
without invoking the assistant of CUCM?

Sent from my iPhone

On Jul 18, 2017, at 5:13 PM, Anthony Holloway 
mailto:avholloway+cisco-v...@gmail.com>> wrote:

I'm working on a menu selection tracking solution, which survives across 
transfers between department IVRs.  It's not going well.  In fact, I'm 99% 
positive it's not possible, and I might have to look outside of UCCX to solve 
this.  I.e., DB or WS integration

Scenario: Caller dials Main Line script, selects option 7 for Help Desk, caller 
gets transferred via Call Redirect step to the Help Desk script, selects option 
2 for password reset, then speaks to an Agent.  Each script is writing CCV1 
with the menu selections made during the script execution.

I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0 is 
written immediately after the transfer to the Help Desk, and includes the CCV 
value of 7.

However, and here's the unexpected part, the Session Seq Num 1 is also written 
to the CCD table at the same time, with the same CCV value: 7, despite the call 
still being active on the second script.  Then when the call is disconnected, 
the CCV does not change or get updated for the Session Seq Num 1, which was 
already written to the CCD table.

Example CCD Record Set - This query was ran while the call was active on the 
second leg (seq num 1) and before the call reached an Agent).

admin:run uccx sql db_cra select limit 2 startdatetime, sessionid, 
sessionseqnum, applicationname, applicationtaskid, originatordn, callednumber, 
customvariable6 from contactcalldetail where originatordn like '%16125551212' 
order by startdatetime desc
STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME  
APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1

2017-07-18 20:36:57.856  5326646  1  HelpDesk 
47000343967+16125551212  
+16125551313  7,
2017-07-18 20:36:36.872  5326646  0  MainLine 
47000343963+16125551212  
+16125551313  7,

Recall that both records are written to the CCD table after the transfer from 
the Main Line to the Help Desk, but while the call is still active on the Help 
Desk script, and before the call is sent to the Agent.

Anyway, all of your thoughts, opinions, confirmations and disputes are all 
welcomed.  Thanks.
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Anthony Holloway]

Yes, but I'll hear what you have to say nonetheless.

On Tue, Jul 18, 2017 at 4:23 PM Ryan Huff  wrote:

> I assume you are looking for a solution solely within the confines of
> ccx/cuic, without invoking the assistant of CUCM?
>
> Sent from my iPhone
>
> On Jul 18, 2017, at 5:13 PM, Anthony Holloway <
> avholloway+cisco-v...@gmail.com> wrote:
>
> I'm working on a menu selection tracking solution, which survives across
> transfers between department IVRs.  It's not going well.  In fact, I'm 99%
> positive it's not possible, and I might have to look outside of UCCX to
> solve this.  I.e., DB or WS integration
>
> Scenario: Caller dials Main Line script, selects option 7 for Help Desk,
> caller gets transferred via Call Redirect step to the Help Desk script,
> selects option 2 for password reset, then speaks to an Agent.  Each script
> is writing CCV1 with the menu selections made during the script execution.
>
> I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0
> is written immediately after the transfer to the Help Desk, and includes
> the CCV value of 7.
>
> However, and here's the unexpected part, the Session Seq Num 1 is also
> written to the CCD table at the same time, with the same CCV value: 7,
> despite the call still being active on the second script.  Then when the
> call is disconnected, the CCV does not change or get updated for the
> Session Seq Num 1, which was already written to the CCD table.
>
> Example CCD Record Set - This query was ran while the call was active on
> the second leg (seq num 1) and before the call reached an Agent).
>
> admin:run uccx sql db_cra select limit 2 startdatetime, sessionid,
> sessionseqnum, applicationname, applicationtaskid, originatordn,
> callednumber, customvariable6 from contactcalldetail where originatordn
> like '%16125551212' order by startdatetime desc
> STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME
> APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1
>
> 
> 2017-07-18 20:36:57.856  5326646  1  HelpDesk
>  47000343967+16125551212 <(612)%20555-1212>  +16125551313
> <(612)%20555-1313>  7,
> 2017-07-18 20:36:36.872  5326646  0  MainLine
>  47000343963+16125551212 <(612)%20555-1212>  +16125551313
> <(612)%20555-1313>  7,
>
> Recall that both records are written to the CCD table after the transfer
> from the Main Line to the Help Desk, but while the call is still active on
> the Help Desk script, and before the call is sent to the Agent.
>
> Anyway, all of your thoughts, opinions, confirmations and disputes are all
> welcomed.  Thanks.
>
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>
>
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Re: [cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Ryan Huff]

I assume you are looking for a solution solely within the confines of ccx/cuic, 
without invoking the assistant of CUCM?

Sent from my iPhone

On Jul 18, 2017, at 5:13 PM, Anthony Holloway 
mailto:avholloway+cisco-v...@gmail.com>> wrote:

I'm working on a menu selection tracking solution, which survives across 
transfers between department IVRs.  It's not going well.  In fact, I'm 99% 
positive it's not possible, and I might have to look outside of UCCX to solve 
this.  I.e., DB or WS integration

Scenario: Caller dials Main Line script, selects option 7 for Help Desk, caller 
gets transferred via Call Redirect step to the Help Desk script, selects option 
2 for password reset, then speaks to an Agent.  Each script is writing CCV1 
with the menu selections made during the script execution.

I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0 is 
written immediately after the transfer to the Help Desk, and includes the CCV 
value of 7.

However, and here's the unexpected part, the Session Seq Num 1 is also written 
to the CCD table at the same time, with the same CCV value: 7, despite the call 
still being active on the second script.  Then when the call is disconnected, 
the CCV does not change or get updated for the Session Seq Num 1, which was 
already written to the CCD table.

Example CCD Record Set - This query was ran while the call was active on the 
second leg (seq num 1) and before the call reached an Agent).

admin:run uccx sql db_cra select limit 2 startdatetime, sessionid, 
sessionseqnum, applicationname, applicationtaskid, originatordn, callednumber, 
customvariable6 from contactcalldetail where originatordn like '%16125551212' 
order by startdatetime desc
STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME  
APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1

2017-07-18 20:36:57.856  5326646  1  HelpDesk 
47000343967+16125551212  +16125551313  7,
2017-07-18 20:36:36.872  5326646  0  MainLine 
47000343963+16125551212  +16125551313  7,

Recall that both records are written to the CCD table after the transfer from 
the Main Line to the Help Desk, but while the call is still active on the Help 
Desk script, and before the call is sent to the Agent.

Anyway, all of your thoughts, opinions, confirmations and disputes are all 
welcomed.  Thanks.
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[cisco-voip] UCCX Custom Call Variables - Script to Script Transfers

[Anthony Holloway]

I'm working on a menu selection tracking solution, which survives across
transfers between department IVRs.  It's not going well.  In fact, I'm 99%
positive it's not possible, and I might have to look outside of UCCX to
solve this.  I.e., DB or WS integration

Scenario: Caller dials Main Line script, selects option 7 for Help Desk,
caller gets transferred via Call Redirect step to the Help Desk script,
selects option 2 for password reset, then speaks to an Agent.  Each script
is writing CCV1 with the menu selections made during the script execution.

I'm seeing in the callcontactdetail (CCD) table that the Session Seq Num 0
is written immediately after the transfer to the Help Desk, and includes
the CCV value of 7.

However, and here's the unexpected part, the Session Seq Num 1 is also
written to the CCD table at the same time, with the same CCV value: 7,
despite the call still being active on the second script.  Then when the
call is disconnected, the CCV does not change or get updated for the
Session Seq Num 1, which was already written to the CCD table.

Example CCD Record Set - This query was ran while the call was active on
the second leg (seq num 1) and before the call reached an Agent).

admin:run uccx sql db_cra select limit 2 startdatetime, sessionid,
sessionseqnum, applicationname, applicationtaskid, originatordn,
callednumber, customvariable6 from contactcalldetail where originatordn
like '%16125551212' order by startdatetime desc
STARTDATETIMESESSIONIDSESSIONSEQNUM  APPLICATIONNAME
APPLICATIONTASKID  ORIGINATORDN  CALLEDNUMBER  CUSTOMVARIABLE1

2017-07-18 20:36:57.856  5326646  1  HelpDesk
 47000343967+16125551212  +16125551313  7,
2017-07-18 20:36:36.872  5326646  0  MainLine
 47000343963+16125551212  +16125551313  7,

Recall that both records are written to the CCD table after the transfer
from the Main Line to the Help Desk, but while the call is still active on
the Help Desk script, and before the call is sent to the Agent.

Anyway, all of your thoughts, opinions, confirmations and disputes are all
welcomed.  Thanks.
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