Defining ECC Variables for a Post Call Treatment Script

Customize a Cisco Unified CCX Script for the post call treatment to be played for the customer after the agent ends the call. Follow the procedure to define an ECC Variable to achieve the post call treatment.

Procedure

Step 1

From the Cisco Unified CCX Editor application, open an existing icd.aef script.

Step 2

From the Call Contact palette, select Set Enterprise Call Info.

Step 3

Drag and drop the selected step in the script before the Select Resource step.

Step 4

Define a variable for the post call treatment by name PostCallTreatment and of type Scalar as per the steps provided in the section, Defining ECC Variables in the Cisco Unified CCX Editor.

Note

The name of the variable must be PostCallTreatment. It is case-sensitive.

Step 5

For the new variable PostCallTreatment set the type as int from the drop down list available and enter a number value in the Value field.

Step 6

Select the Final checkbox.

Step 7

Add the new ECC Variable created to the Set Enterprise Call Info step.

  1. Right click on the Set Enterprise Call Info step and then click Properties.

  2. In the Expanded Call Variables tab, Click Add.

  3. Select the field values of the ECC Variable PostCallTreatment as defined earlier.

  4. Click OK > Apply > OK .

Step 8

Ensure the ECC variable name defined for the post call treatment is listed against the selected step.