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

 

Showing 6 results.
Items per Page 50
of 1
First Previous Next Last

CVP Forum

« Back to General Discussion

capture agent's extension in CVP VXML application

Combination View Flat View Tree View
Threads [ Previous | Next ]
capture agent's extension in CVP VXML application
call studio call studio cvp
Answer
9/13/12 5:35 PM
we have a UCCE platform with ICM 7.2.7 and CVP 7.0.2. I have the following call flow at a high level:
- caller dials a toll-free number, goes through CVP IVR self-service and finally reaches an agent if they opt out
- Agent talks to the caller and would want to conference the caller into a CVP training self-service VXML app to train the callers to use self-service
- The agent can then stay with the original caller for the whole time on the conference or drop off in the middle if the caller is comfortable with self-service
 
My problem is: I am not able to capture the agent's extension that did the conference into the CVP training self-service app
 
In the ICM script (as this is not a standalone CVP), we are capturing the ANI as (call.CallingLineID) when the agent initiates the conference (and before he/she completes the conference), but somehow the original caller's ANI is only getting sent to the CVP VXML application.
 
I will explain in detail:
- The original callers ANI is 9045551212
- The agents extension is 12345
- Agent 12345 initiates the conference into RP 99123, but has not completed the conference yet.
- ICM script capture call.CallingLineID and sends that value as ANI to the VXML application via GS
- The ANI value is always 9045551212
 
I am trying to capture '12345' and store it in a DB so I can report on how many times each agent is training callers.
 
Any help is really appreicated.
 
Thanks
Praveen
Flag