Request feature allows a customer to initiate a request on the web that results
in a call from an agent.
SocialMiner works in a Contact Center Enterprise (CCE) solution to process the
request from its inception through the delivery of the callback.
also offers callback and delayed callback. You can use either Agent Request or
Unified WIM—but not both.
Request feature can be used only if the customer or a partner develops a custom
application. There is sample code on the DevNet (formerly Cisco Developer
Network) that you can use to understand how to start building your custom
application to submit callback requests to SocialMiner.
and Agent Request
provides the Callback API used by a custom application to request a phone call
from a contact center agent.
The API works
in conjunction with SocialMiner callback feeds, campaigns, and notifications to
pass callback requests to the contact center for routing.
custom applications to initiate a callback.
the callback request and callback details to CCE using a notification mechanism
(the Connection to CCE notification type) through a Media Routing (MR)
custom applications to retrieve the state of the callback as well as the
estimated wait time (EWT) until an agent becomes available.
custom applications to cancel a requested callback.
API supports the use of Call variables and ECC variables for callback requests.
Call variables and ECC variables send customer-specific information with the
request. When you create a callback contact, the social contact associated with
the callback contact includes all of the specified variables as extension
CCE services in
the Agent Request solution:
callback request to an agent and place a call from the agent's phone to the
SocialMiner that the agent has been selected.
Desktops and Agent Request
Finesse and CTI OS support Agent Request.
Create a dialed number for Agent Request. You will use this number when you
configure the notification in SocialMiner.
Routing Type, select Multichannel.
Routing Domain, select Cisco_Voice.
Call Type that you created in Step 2.
Variable: You can use an existing Expanded Call Variable, or you
can create an expanded call variable for Agent Request.
Arrays are not supported with the Agent Request feature.
CCE solutions support the Latin 1 character set only for
Expanded Call Context variables and Call variables when used with CVP, Finesse,
and SocialMiner. CCE also supports the use of multi-byte character sets in
limited usage for ECC and call variables when:
setting them in
script editor using double quotes
receiving them via CTI OS desktops
Network VRU Script.
Set up the Media
Routing PG and PIM
Web Administration > System > Information. Then open the
Peripheral Gateways tab to determine the Peripheral ID for a Multichannel
peripheral that is unused.
Unified CCE Tools, select
Peripheral Gateway Setup.
Components Setup screen, in the Instance Components panel, select the PG
Instance component. Then click
Peripheral Gateways Properties screen, click
Routing. Then click
Yes at the prompt to stop the service.
Peripheral Gateway Component Properties screen, click
Add, select the next PIM, and configure with the
Client Type of Media Routing as follows.
Peripheral Name field, enter
Peripheral ID field, enter the Peripheral ID for the unused Multichannel
peripheral that you identified in Step 1.
Application Hostname (1), enter the hostname or IP address of SocialMiner.
note of the default Application Connection Port. You will use it in the CCE
Configuration for Multichannel Routing for SocialMiner.
Application connection port defaults to 38001; this is the default port on
which SocialMiner accepts MR connections. If you change the default port number
for either side of the MR PG, you must change the second side.
Application Hostname (2), field blank.
defaults and click
Next until the Setup Complete screen opens.
At the Setup
Complete screen, check
Yes to start the service. Then Click
Step 1 for Side B.
Administration > System > Deployment.
SocialMiner as an external machine.
SocialMiner from the drop-down list.
hostname or IP address.
SocialMiner for a Voice Callback Agent Request
To support a
callback request, SocialMiner must be configured with:
A callback feed
A Connection to
CCE notification configured for the campaign mentioned above that will be
triggered by incoming callback requests with a matching tag.
Configuration for Multichannel Routing must be enabled on the SocialMiner
In the System
Administration panel, click
Configuration for Multichannel Routing.
hostnames or IP addresses of the Side A and Side B Call Server so that
SocialMiner will only allow connections from those hosts.
necessary) to match the port set up on the Call Server, or leave the default.
On the Feeds
For Type, select
Name the feed.
Template, retain the default,
feed to automatically tag all callback requests that come in on that feed. For
example, autotag with 'sendtocontactcenter'.
Make a note of
the tag. It is used to trigger the notification to CCE.
On the Campaigns
selection in the Chat Invitation Feed drop-down list.
Callback feed in the
Available panel and move it to
Notifications panel, click
For Type, select
Connection to CCE.
Campaigns drop-down list, select the campaign that you created for the
In the Tags
field, enter the tag that is automatically applied to callback requests by the
feed. In our example 'sendtocontactcenter'.
In the Dialed
Number/Script Selector field, enter the dialed number string that you have
In the Media
Routing Domain field, accept the default,
SocialMiner configuration information, see the
Create Script for Agent Request
shows a sample script. The key below explains the nodes.
Start node by
selecting a new Routing Script from the Script Editor.
(Call.Calling Line ID) node:
(optional). If required, you can set the CallingLineID (CLID/ ANI)
variable to implement a "dial-plan," pre-pending a set of digits to the phone
number provided by the customer so that it can be correctly routed. For
example, it is often necessary to add 9 to the phone number to reach an outside
line. In other cases, more pre-pended digits may be required to reach the end
You can also set
up Unified Communications Manager Route Patterns to respond to a certain set of
digits by routing the call to an outside line with a specified area code. To
implement a dial-plan, add a Set Variable node before the queue, as shown in
this example. In this case, a 9 is pre-pended to the customer phone number
using the built-in concatenate function.
Queue to Skill Group
node: The Agent Request call can be queued against one or more Skill
Groups, Precision Queues, or a queue-to-agent node. In the example script, the
call is queued against a single skill group.
(Call.Estimated Wait Time) node: A customer who requests a voice callback
might want to know approximately how long it will be before the call is
returned. You can configure voice callback to provide an estimate of the wait
time back to the customer. The estimated wait time is calculated once, when the
call enters the queue. The time is not updated as the position in the queue
estimated wait time algorithm is based on a running five minute window of the
rate of calls leaving the queue. Any calls that are routed or abandoned during
the previous 5 minutes are taken into account as part of the rate leaving
queue. For Precision Queues, the rate leaving queue represents the rate at
which calls are delivered or abandoned from the entire precision queue, not any
individual recision Queue steps. The algorithm computes the wait time for each
of the queues against which the call is queued (Skill Groups or Precision
Queues) and then returns the minimum estimated wait time. Queue to Agent is not
While the queue
builds, the small number of calls in the queue makes the estimated wait time
less accurate and the value fluctuates rapidly. As the queue operates with more
calls over time, the estimated wait time is more accurate and consistent. If
CCE does not have enough data to calculate EWT, the callback API returns a
value of -1. Customers must determine how their custom applications handle this
Note that the
built-in function also applies to inbound calls that queue.
Set the Call Wait
time as follows:
From the Set
Variable node, select
Call from the Object type drop-down menu.
From the Variable
drop-down menu, choose
Estimated Wait Time().
You can then
work with the Formula Editor to use the default estimated wait value or create
a formula and use your own value.
Formula Editor, and do either of the following:
To use the default
estimated wait value, click the Built-In Functions tab and choose
To create a formula and
use your own value, click the Variables tab and choose an entry in the Object
type list and an entry in the Object list. Then double-click a variable in the
Run Ext Script node:
Apply the Network VRU script as follows:
Click the Queue
Click inside the
script. A Run External Script node appears.
node and choose the Network VRU script from the list; then click
variable Estimated Wait Time now contains a value in the EstimatedWaitTime
field and can be passed to peripherals.
Note that a Run
External Script node is required to send the EstimatedWaitTime to SocialMiner.
Wait node: The wait
period before an agent becomes available.
End node: The script
ends if no agent becomes available.
Sample Code to Create Customer Callback Request
Cisco Systems has made
sample callback application code available to use as a baseline in building
your own application. This sample includes retrieving and displaying the
estimated wait time, assuming it has been configured in CCE. You can find the
sample code on DevNet (formerly, Cisco Developer Network).
You cannot copy and paste this code to achieve a working application.
It is a only a guideline.
For more information about how to use the Callback API, see the
SocialMiner Developer Guide.
feed id by entering this URL in a browser:
In the example
output below, note that the value in the <name> field is "Callback." Look
for the number of the feed id identified at the end of the refURL path (in this
case, it is 100000) just before the </refURL> tag. Copy this number.
title or subject for the callback request.
The name of the person submitting the callback request.
phone number to call back.
The value from the refURL above.
Intelligence Center CCE reports include data for Agent Requests
that fail before being routed to CCE will not be included in the CCE
solution-level reports. The SocialMiner search function can be used to identify
Call Type and Call Type Skill Group Metrics
Calls Offered —
Incremented when Call Type is entered (through Script Selector or Call Type
Calls Abandoned in Queue
— Incremented when a Queued Callback request is canceled by the
customer prior to when an Agent is selected to handle the Voice Callback call.
Answered — Incremented if the call is placed from the agent and represents
work accepted by the agent.
Handled — Incremented if the customer answers the call. Calls Answered
minus Calls Handled indicates how many calls failed to reach the intended
Service Level Offered —
Incremented for all routed calls, including voice callback calls initiated
through the agent request API.
Incremented if the call is presented to the agent within a service level.
Answer Intervals (1 -
10) — The appropriate bucket is incremented based on how long the call was
in the queue.
Call Type Skill
Group and Skill Group metrics are not counted in the same way. The skill group
metric treats each call as agent-initiated; therefore, Calls Answered and Calls
Handled are not incremented. AgentOutCallsTime, AgentOutCalls,
AgentOutCallsTalkTime, AgentOutCallsOnHold, and AgentOutCallsOnHoldTime are
The direction in
the Agent Real Time table is listed as Outbound.
reporting, the Termination Call Detail records contain a PeripheralCallType of
41 -Voice Callback.
Calls which do
not successfully connect to a customer have a call disposition of
Disconnect/Drop no answer. This includes agent request calls to busy