Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gulden_NL on October 21, 2009, 07:13:03 PM

Title: Auto CIM route for post call customer survey
Post by: Gulden_NL on October 21, 2009, 07:13:03 PM

Have seen this implemented in production elsewhere, so know it's possible.  But am now in conversation to do so in OUR production, so it suddenly is more important to me now... ;D

We want to use some routine like "every 100th call in this skill from this DNIS, play announcement Survey_Offer.vox, and then don't terminate the call when the CSR disconnects, route them back into GVP to take the survey"

Anyone here ever seen the scripting for something like this?

Environment: Toll free IP/SIP PSTN, controlled by session border controllers, into GVP for call treatment, authenticate caller etc, out to Avaya ACD, all controlled by CIM, screen pop out to GAD.  Everything Genesys will be 8.x versions.  We're running everything today with the exception of CIM in very large production environments, so the integration is not a concern (we're the go to people Genesys sometimes asks for assistance for GVP SIP integration with Avaya)  I am curious what a CIM script may look like for a call flow like this.

I'm hiring a few people with plenty of Genesys experience in late Nov, early December, but my curiosity can't stand waiting that long!  ;)

Title: Re: Auto CIM route for post call customer survey
Post by: BenTaylor on June 22, 2010, 02:05:59 PM

Sorry to bump such an old thread, but does anyone have any info on implementing this?

Cheers