Cisco Cisco Unified Contact Center Express 9.0(1) Technical Manual
Contents
Introduction
How It Works
Prerequisites
Requirements
Components Used
Configure
Install a Custom Post Call Treatment Script
Define an ECC Variable to Hold the Trigger DN for a Post Call Treatment Script
Verify
Troubleshoot
Introduction
This document describes Post Call Treatment, which allows Unified Contact Center Express
(Unified CCX) to provide treatment to a Unified CCX script routed call once the agent ends the call
from the Finesse Desktop. The Unified CCX administrator has an option to configure the Post Call
Treatment via the Cisco Unified CCX Script Editor. This functionality will not be available if the
agent ends the call from the phone rather than through Finesse, or when the customer hangs up
before the agent to end the call. If there is a second agent that continues to talk to the caller, the
caller is not transferred to the post call treatment at that time. Also, if the caller happens to be an
agent themselves, the call will not be transferred to the Post Call Survey script.
(Unified CCX) to provide treatment to a Unified CCX script routed call once the agent ends the call
from the Finesse Desktop. The Unified CCX administrator has an option to configure the Post Call
Treatment via the Cisco Unified CCX Script Editor. This functionality will not be available if the
agent ends the call from the phone rather than through Finesse, or when the customer hangs up
before the agent to end the call. If there is a second agent that continues to talk to the caller, the
caller is not transferred to the post call treatment at that time. Also, if the caller happens to be an
agent themselves, the call will not be transferred to the Post Call Survey script.
How It Works
When Unified CCX receives the disconnect event from an agent hangup (with the Finesse End
button rather than the phone), it checks whether there is a call variable named PostCallTreatment.
If there was only one agent in the call at hangup, it redirects the caller to the directory number
(DN) which was stored in the PostCallTreatment variable.
button rather than the phone), it checks whether there is a call variable named PostCallTreatment.
If there was only one agent in the call at hangup, it redirects the caller to the directory number
(DN) which was stored in the PostCallTreatment variable.
Prerequisites
Requirements
A system administrator must configure at least one Script, Application, and Trigger in order to
receive the call once the Post Call Treatment feature is activated. The call will be redirected from
the agent phone to this Trigger in order to receive Post Call Treatment.
receive the call once the Post Call Treatment feature is activated. The call will be redirected from
the agent phone to this Trigger in order to receive Post Call Treatment.
Components Used
The information in this document is based on these software and hardware versions:
Unified CCX must be version 11.0(1) or later and agents must use Finesse Desktop. This
feature is not available on Finesse IP Phone Agent (FIPPA).
feature is not available on Finesse IP Phone Agent (FIPPA).
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The information in this document was created from the devices in a specific lab environment. All of
the devices used in this document started with a cleared (default) configuration. If your network is
the devices used in this document started with a cleared (default) configuration. If your network is