UCCX Scripting - simple counting

Posted Tue, 04/20/2010 - 5:01pm by txtim

Very simple request (or so I thought), call center wants to know how many times someone chooses option 1, 2, or 3 etc?

Has anyone come up with elegant (and/or simple) way to do this in UCCX scripting? Text file? XML file? SQL db write? other?

Thanks!

‹ Recording Prompt Script Folder Location Pressing any digit while in Queue seems to break things ›

UCCX Scripting - simple

by gnisen - Apr 27 2010 - 8:06am

 Hi,

Maybe the most simple way would be to create a database and when someone press 1, you first do a select question to find out what the value of the counter for DTMF 1 is.

Then just increment that value by one, and push that information to the SQL database.

Do the same with all your DTMF values, and you should be all set.

Ofcourse you could do the same with AXL.

 

/Robin

Thanks Robin.

by txtim - May 3 2010 - 3:44pm

Thanks Robin.

Thanks Robin.

by gnisen - May 6 2010 - 3:35pm

 Oh, just realized that you have put up the question in two threads :-)

And also that I didnt read your post very well, as you already had took up the XML/db idea.. 

 

I suppose you would like to get a sample script of this one?

As I said before, i got customers that want this kind of solution, so I need to set something up.

 

/Robin

Thanks Robin.

by txtim - May 6 2010 - 3:48pm

Hi Robin, they were very similar requests. Seems like a lot of effort to just to log, but for Menu counting request I suppose DB would be the best option. Not much experience in SQL DB other than setting up SQL connection, etc.

I assume Cisco does not suppose using CRS SQL for these ancillary databases. So I'll need some off box SQL. Can you recommend a low cost (free) db solution or method? I do have another Windows 2003 server available (no SQL license or money for one).

Is your sample script XML or DB method?

Thanks, Tim

Thanks Robin.

by eenwall - Nov 9 2010 - 9:57am

I'm also very interested in something like this if anyone has an example they can share?

Customer on my side wants to know how many times a call was diverted to voicemail (someone opted out of holding for an agent) or how many times a call was tranfered to the operator hunt group.

My problem is that this would also need to have a date tied to the count so I can pull the data in a report format (i.e., for October, 37 people went to voicemail, etc).

Is this at all possible?

Thanks,

Erik

Thanks Robin.

by txtim - Nov 9 2010 - 11:04am

Hi Erik,

Solution I went with was to use the Enterprise Data configuration to set up variables. (In Admin tool)

Then in the script you just use Set VariableX = "Option1" etc. In your case, let's same CallDeposition = "Normal", CallDeposition = "VoiceMail", CallDepostion = "Operator", etc. Just set it and enter command below before terminating script.

Then - Set Enterprise Call Info - command to save. I think you can stop there.

Then you can use report - Call Custom Variables Report that will report every Call Info VariableX and it value and date and time set.

Not prettiest, but I already was set passing Enterprise Data so it was quick fix for me.

If you need help, let me know.

Tim

Thanks Robin.

by eenwall - Nov 9 2010 - 11:46am

Thanks Tim,

Where/how do I set up the variable in the Admin tool? When I log in and navigate down to one of the workflow groups, I don't see an option to add a variable.

I also take it I need to set this variable within the script itself as noted above?

I'm running UCCX 7.x if it helps.

Thanks again, I appreciate the assistance!

Erik

Thanks Robin.

by txtim - Nov 9 2010 - 12:40pm

Hi Erik,

I'm still on UCCX 5.x

Admin tool - Under Enterprise Data Configuration | Enterprise Data | Edit Call Variable 1 | You change Display Name if you want.

Yes, set variable in the script and also call Set Enterprise Call Info in the script.

If you want to step through it with me, I could Webex to show you (15-30 mins). Send me email or phone number.

Tim

 

 

Thanks Tim

by eenwall - Nov 11 2010 - 12:55pm

Cool, thanks Tim- I've defined the variable in enterprise data.

Do you have a screenshot or script example you can share for the rest?

 

Thanks again

Recommended Reading: