AACC - Orchestration Designer Scripting

[mousertx]

Question for the experienced scripters out there:

Is it possible to generate an email based on the IVR prompting? What we are trying to create is a method to create a ticket (via email) when a helpdesk customer selects on-call from a prompted IVR. This would allow us to capture calls that leave the AACC/CM environment and create a ticket for tracking purposes.

Thanks is advance for any assistance provided

Scott

[jacks196]

In Orchestration Designer you could "Add log command" at the appropriate point in the IVR setup... Then in the Windows "Application" log on the CCMS server Event Viewer you could search for Event ID 48467, right-click and choose to "Attach Task To This Event" - you will then have the option to generate and email each time the event gets logged.

Event code 48467 is throttled and will only display 3 (I think) times per hour - you will therefore need to throttle the event appropriately (within the CCMS "Server Utility").

....it should work.

Ashley