What is the first thing that should be verified as part of troubleshooting in this scenario?

ABC customer implemented Post Call Survey (PCS) for all Customer calls. However, the PCS flow did not engage for any of the calls. The CVP logs did not show any pieces of evidence that PCS requests had been made for the Caller.

What is the first thing that should be verified as part of troubleshooting in this scenario?
A . Validate usermicroapp-isPostCallSurvey variable being set to y in the Main Routing Script.
B . Check if the caller DN settings on SPOG has PCS enabled.
C . Check if the Survey DN has a valid Call type and is associated with the routing script to play desired prompts.
D . Check if the caller DN settings on SPOG has valid PCS DN patterns configured.

View Answer

Answer: D

Explanation:

The first thing that should be verified as part of troubleshooting in this scenario is D. Check if the caller DN settings on SPOG has valid PCS DN patterns configured.

According to the Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0 (1), the mapping of a dialed number pattern to a Post Call Survey number enables the Post Call Survey feature for the call1. Therefore, if the caller DN settings on SPOG do not have valid PCS DN patterns configured, the Post Call Survey feature will not be triggered for any of the calls. The other options are not the first thing to verify, because they are either related to the Post Call Survey script or the expanded call variable that controls Post Call Survey, which are not relevant if the PCS DN patterns are not configured correctly.