Make plans now to attend XMPP integration with CVP 2012/06/14 @ 10:00 AM at Cisco Live! in San Diego. ...Read More

 



Cisco Developer Network will be presenting a CDN Developer Track at Cisco Live! London the week of January 31, 2011.

We are presenting technical sessions which highlight Application Programming interfaces (APIs) and Software Developer Kits (SDKs) for Cisco technologies such as Unified Communications, IOS, and Access Routing Technologies ¿ including the new Cisco Cius ...Read More

 

Recently noticed that there have been repeated questions from our developer community complaining that they can't seem to get the beep to work with <record>. They have set the beep attribute to "true" alright, and the reference guide even says this is supported but why doesn't it work?
...Read More

 

August 01, 2006
Earlier today, as I was typing a comment in our internal issuing-tracking system, I hit backspace to correct a typo. WHAM! I go back to the previous page, and my long-winded comment is gone. Apparently I somehow left the context of the text area (did I tab, or spuriously click, or??), which causes backspace to act as a hotkey for "Back". The web browser was not very forgiving of my mistake.

Are your IVR applications forgiving? They should be.
...Read More

 

Mark Gibbs over at Network World has put together a spiffy little scoring system for customer service systems (including many criteria for IVR systems). How would callers score your IVR using Mark's guidelines? Place a call and find out, you may be surprised.
...Read More

 

If you're using JNDI to connect to your database through Tomcat, then it's possible you've had to deal with database connection pool leaks. Your code tests fine, it's been reviewed, but in load tests or in production your app is unable to acquire database connections, the pool is empty!

Fear not, there are some handy parameters which can be set in your application's XML configuration file (in tomcat/conf/Catalina/YOUR_IP/YOUR_APP.xml):
...Read More

 

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CVP 8.0 courtesy call back feature

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CVP 8.0 courtesy call back feature
Answer
11/17/09 6:32 AM
Can someone elaborate on how excactly this works. If someone leaves a no, how exactly does the agent gets this information.  How is it integrated with agent desktop?
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RE: CVP 8.0 courtesy call back feature
Answer
11/19/09 12:58 AM as a reply to Hemal Mehta.
Courtesy Callback feature in CVP 8.0(1) involves ICM and VXML Server scripts.  Upon entering the queue if the Estimated Wait Time (EWT) to reach an agent is excessive, the caller is offered to be called back.  The call is disconnected back to the caller, but remains in queue in the scripts.  With the EWT to reach an agent decreasing, the caller will be called back as it is their time to speak to an agent.  Once the caller is reconnected, they are then passed of to an available agent. 
 
If a caller chooses not to be called back, they simply remain in the queue as they would today.
 
There is no interaction with Agent Desktop for the Callback feature in CVP.
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RE: CVP 8.0 courtesy call back feature
Answer
11/19/09 1:09 AM as a reply to Glenn Gerhardt.
If I may, I'd like to press for some additional detail here.  We're actually working on a custom callback feature like this, and I'm curious about the upcoming solution based on how you describe it.
 
What I'm curious about specifically is the "virtual call", if you will.  Does the VXML Server script allow communication with ICM after the live caller is dropped?  I've long felt that extending the capability of something like the "ReqICMLabel" element could be a HUGE advantage in the CVP solution.  We should be able to launch a "call" into the system, queue it, and deliver to an agent without having to use anything other than signaling (a true "virtual" call - no actual RTP/bearer path).  The desktop integration piece is something that can easily be delivered as a custom solution.
 
Can you elaborate on how the solution operates, and whether it might be something that could be utilized today with custom code, without giving away anything "Cisco proprietary"?
 
Thanks!
 
 - Bill
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RE: CVP 8.0 courtesy call back feature
Answer
11/19/09 1:42 AM as a reply to Bill Webb.
Hi William,
 
Regarding the use of courtesy callback prior to 8.0, we are unable to support this effort.   We will be starting EFT in January, and if your team can support it, we will consider a reqeust for EFT.
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RE: CVP 8.0 courtesy call back feature
Answer
11/19/09 1:51 AM as a reply to Adam Mermel.
Thanks Adam -
 
I'll move forward with our current solution as this customer is looking to go into production with UCCE 7.5 and CVP 7.0.  I'll be anxiously awaiting the release notes and other documentation around this new feature when it is available, though!
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RE: CVP 8.0 courtesy call back feature
Answer
11/24/09 2:23 AM as a reply to Glenn Gerhardt.
Thanks for the details Glenn. 
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