Cisco Cisco Customer Voice Portal 8.0(1)

Configuring ICM for Post Call Survey

Configuration is not required on Unified ICM to use Post Call Survey, however, you can turn
the feature off (and then on again) within an ICM script by using the ECC variable
user.microapp.isPostCallSurvey and a value of n or y (value is case insensitive) to disable
and re-enable the feature.

Configure the ECC variable to a value of n or y before the label node or before the Queue to
Skillgroup node. This sends the correct value to Unified CVP before the agent transfer. This
ECC var is not needed to initiate a Post Call Survey call, but you can use it to control the feature
once Post Call Survey is configured using the Operations Console (as described in 

). As long as a DN is mapped in

the Operations Console for Post Call Survey, the call will be automatically transferred to the
configured Post Call Survey DN.

• The Post Call Survey DN is only called if the script ends with a call to an agent, or to a label

or similar mechanism. If the script completes without going to an agent or label then the call
is not directed to the Post Call Survey DN. In these cases, you can, for example, use a Send
to Script node in your Unified ICM script to direct the call to the Post Call Survey script.

• If Router Requery is configured incorrectly and the Ring-No-Answer timeout expires, the

caller is still transferred to the Post Call Survey DN. This can occur if a Queue node is used
and Enable target requery is not checked.

On the Unified ICM Administration Workstation, using configuration manager, select the
Expanded Call Variable List tool.

Create a new ECC Variable with Name:

.

Set Maximum Length: to 1.

Check the Enabled checkbox then click Save.

In your Unified ICM scripts, remember that, at script start, the default behavior of Post Call
Survey equals enabled, even if user.microapp.isPostCallSurvey has not yet been set in the
script. You can turn off Post Call Survey in the script by setting user.microapp.isPostCallSurvey
to n. You can later re-enable Post Call Survey in the same path of the script by setting this
variable to y.

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