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How to implement "expected-wait-time" messages in Cisco IPCC Express???

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How to implement "expected-wait-time" messages in Cisco IPCC Express???

Postby Guest » Fri Jan 08, 2010 1:26 pm


Thanks...

Guest
 

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Re:How to implement "expected-wait-time" messages in Cisco IPCC Express???

Postby Guest » Fri Jan 08, 2010 1:36 pm


Attached script should get you rolling complete w/ .wav's, etc.  Let me know if you have any questions.

 

Guest
 

Re:How to implement "expected-wait-time" messages in Cisco IPCC Express???

Postby Guest » Fri Jan 08, 2010 1:39 pm


Another question is what is "Overflow (retain queue position)???

Guest
 

Re:How to implement "expected-wait-time" messages in Cisco IPCC Express???

Postby Guest » Fri Jan 08, 2010 2:21 pm


Hi,

Do u mean calculation of position in Queue? If so heres the solution

1. Position in Queue :

Step : Get Reporting Step

set the Get Reporting step properties as follows Report object : CSQ ICD

Field : Position in Queue

Row Identifier : String variable that holds the value of CSQ

Statistic Variable : Integer variable that holds the resultant value of position in queue.

2. Call queuing in more than one CSQ :

If you want to retain the current queue position of an ICD in one CSQ and simultaneously check for available resource in another CSQ, you need to use nested - select Resource Steps

Label1:

---->Select Resource(CSQ1)

------------>Connected

------------>Queued

--------------------->Select Resource(CSQ2)

--------------------------->Connected

--------------------------->Queued

---------------------------------> Queue Treatment steps

---------------------------------> Go to Label1

In the above case, the queue position of the call is retained in CSQ1 and the call will be queued in both CSQ1 and CSQ2. Once the call gets connected to one CSQ, the same will be dequeued from the other CSQ.

3. Check for total contacts in a particular CSQ :

Step : Get Reporting Step

set the Get Reporting step properties as follows Report object : CSQ ICD

Field : Contacts Waiting

Row Identifier : String variable that holds the value of CSQ

Statistic Variable : Integer variable that holds the resultant value of total contacts waiting in queue(Say X).

Script flow for checking overflow condition :

Label1:

---->Select Resource(CSQ1)

------------>Connected

------------>Queued

--------------------->Get Reporting Statistic(Contacts waiting from CSQ ICD CSQ1)

--------------------->If(X > n)then

---------------------------->True

-------------------------------->Select Resource(CSQ2)

-------------------------------------->Connected

-------------------------------------->Queued

------------------------------------------->Queue Treatment steps

----------------------------->False

----------------------> Go to Label1

Note : n is an interger variable that holds the  overflow value(user definable)

Hope it helps.

Regards

Yogi

Guest
 

Re:How to implement "expected-wait-time" messages in Cisco IPCC Express???

Postby Guest » Fri Jan 08, 2010 3:24 pm


adignan,

  do you happen to have one for ipcc enterprise?

allan

Guest
 

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