Avaya Support Forums  

Go Back   Avaya Support Forums > Contact Center Applications

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 06-01-2016, 03:18 PM
mousertx mousertx is offline
Member
 
Join Date: Apr 2010
Posts: 8
mousertx has 10 reputation points
Question AACC - Orchestration Designer Scripting

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
Reply With Quote
  #2  
Old 06-14-2016, 08:18 AM
jacks196 jacks196 is offline
Whiz
 
Join Date: Oct 2014
Location: Sheffield, England
Posts: 44
jacks196 has 12 reputation points
Default

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
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -7. The time now is 12:17 AM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.