[cisco-voip] IPCCx script Holidays

[Scott Coner (US)]

For this situation I usually add an increment step and an If/Then step.  The variable is incremented on each pass then when it reaches a certain number I can kick the call out to VM or answering service.  That way someone is not stuck in queue indefinitely.
 
I use a holiday call subflow to do a holiday check from a "dates.xml" file.  That allows you to input the holidays for the year all at once.  You can find an example of this in the Cisco script repository.
 
http://www.cisco.com/application/x-zip-compressed/en/us/guest/products/ps1846/c1028/cdccont_0900aecd80179234.zip
 
Scott
 

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From: cisco-voip-bounces at puck.nether.net on behalf of Voll, Scott
Sent: Wed 1/17/2007 2:39 PM
To: Jason Aarons (US); cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCCx script Holidays



I have it set to if there are no agents logged in, forward to a number value (IE> after hours cell phone)

 

The problem was that an agent did not log out on Friday, so Monday since they were still logged in, it stayed queued because someone was logged in.

 

Scott

 

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From: Jason Aarons (US) [mailto:jason.aarons at us.didata.com] 
Sent: Wednesday, January 17, 2007 11:24 AM
To: Voll, Scott; cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] IPCCx script Holidays

 

The script would need to check the data against a holday.  

 

I would add a step in the script that checks after 3 minutes in the Que how many Agents are logged in, if less than zero do something with the call.  If you get a bomb threat and all agents leave they aren't stuck holding...

 

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From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Voll, Scott
Sent: Wednesday, January 17, 2007 1:58 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] IPCCx script Holidays

 

OK-

 

I just got burned on a Holiday Helpdesk script.

 

I have the script to M-F 7-5pm and then after hours / weekends go to the after hours script to call the on call person.

 

Is there a way in IPCCx to add in holidays?  IE> I input the holidays for the year and it follows the after hours script?

 

Thanks

 

Scott

 

CM 4.1.3sr2 IPCCx 4.0

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