Cisco Cisco Customer Voice Portal 8.0(1)

•

With the branch gateway(s) multicasting on their local LAN(s)

The latter is used when SRST (survivable remote site telephony) is configured on the gateway,
and allows the deployment to utilize MOH locally and avoid MOH streaming over the WAN
link.

For configuration details access the following links:

•

 (http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/

admin/configuration/guide/cmemoh.html#wp1020115)

•

 (http://www.cisco.com/en/US/products/sw/iosswrel/ps5207/

products_feature_guide09186a00802d1c31.html#wp1099756)

Note: The SIP Trunk for Unified CVP (configured on Unified Communications Manager) must
be associated with a Media Resource Group List (MRGL) that supports MMOH resources.
Details on creating the MRGL are available from the links above.

Post Call Survey for SIP

A Post Call Survey is a survey that takes place after normal call treatment and is typically used
to determine whether a customer was satisfied with their call center experience. This feature
enables you to configure a call flow that, after the agent disconnects from the caller, the call is
optionally sent to a DNIS configured for a Post Call Survey.

The caller can be prompted during IVR treatment as to whether they would like to participate
in a Post Call Survey. If they choose to do so, they are automatically transferred to the Post Call
Survey after the normal call flow completes, for example, after the agent ends the conversation.

The post call survey call works just like a regular call from the Unified Contact Center Enterprise
point of view. Scripts can be invoked and the customer can use the keypad on a touch tone
phone and/or voice with ASR/TTS to respond to questions asked during the survey. During
Post Call Survey, the call context information is retrieved from the original customer call.

The ICM script can enable and disable Post Call Survey on a per-call basis, by setting the ECC
variable user.microapp.isPostCallSurvey to y or n.

• For reporting purposes, the Post Call Survey call has the same CallGUID and call context as

the original inbound call.

• The call context for the post call survey includes all context up to the point where the call is

transferred to the agent. Context that the agent creates after the transfer is not included in the
post call survey context.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)