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?

In Cisco Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP), the Post Call Survey (PCS) feature is invoked by setting the Expanded Call Context (ECC) variable user.microapp.isPostCallSurvey to y (or Y) in the ICM routing script before routing the call to an agent. If this variable is not set, CVP will not monitor the call for an agent disconnect to trigger the survey, resulting in no PCS requests appearing in the CVP logs. Therefore, verifying this variable in the Main Routing Script is the primary troubleshooting step.

B: SPOG (Single Pane of Glass) DN settings do not directly enable PCS on a per-caller DN basis; PCS is controlled via the routing script ECC variables. C: While the Survey DN needs a valid Call Type, if CVP logs show no PCS request was even made, the failure occurs earlier because the trigger variable was not set. D: PCS DN patterns are configured in CVP/OAMP, not typically as "caller DN settings on SPOG", and the script variable remains the fundamental trigger.

Cisco Unified Customer Voice Portal Configuration Guide, Release 12.5(1), Chapter: Post Call Survey, Section: Configure Post Call Survey in ICM.

Cisco Unified Contact Center Enterprise Scripting and Media Routing Guide, Release 12.5(1), Chapter: Scripting for CVP.