capture agent's extension in CVP VXML application http://developer.cisco.com/c/message_boards/find_thread?p_l_id=&threadId=6491725 2013-05-22T23:32:09Z 2013-05-22T23:32:09Z Praveen Vadlamudi http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6491724 2012-09-13T17:35:55Z 2012-09-13T17:35:55Z

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

Praveen Vadlamudi 2012-09-13T17:35:55Z