[cisco-voip] Script Question - IPCC Express Premium

Thu Sep 18 10:22:18 EDT 2008

I was experiencing a delay of 17 seconds for an IP Phone agent selection.
If everything is working OK with your new script I'd just use that one.

Rasim Duric

Network Analyst (CCS)

University of Guelph

Guelph, N1G 2W1, ON

519-824-4120x53146

rduric at uoguelph.ca

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Micah Bennett
Sent: September-18-08 9:37 AM
To: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Script Question - IPCC Express Premium

Rasim

Thanks for the link and the update.  I got the same info from another user
who has a similar setup.  We were never on 3.5.  Our deployment was 4.0(5)
from the beginning.  I know our partner built the majority of our scripts
offsite and imported them in.  With what you have shared my guess is that
the scripts were built on a 3.5 system and the conversion over to 4.0(5)
caused the variables we are seeing, or she just built them like this
because that was her experience.  

I have done some testing with my new version (taking out those Tmp
variables) and my enterprise data presentation to CAD seems to be working
as normal.  Should I be seeing anything different?  What did you
experience if/when you tried to delete the Tmp variables. 

As usual, thanks for the input.  This group is great.

Micah Bennett 
Telecommunications Admin 

From: Rasim Duric [mailto:rduric at uoguelph.ca] 
Sent: Thursday, September 18, 2008 6:38 AM
To: Micah Bennett
Subject: RE: [cisco-voip] Script Question - IPCC Express Premium

This link might shed some light in your case:

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof
<http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%
20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&fro
mOutline=&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1ddd9834>
&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topic
ID=.ee6fe12&fromOutline=&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D
.1ddd9834

Basically I had  a similar situation when I converted the IPCCX 3.5
scripts to 4.0.(5). I had to leave all the TmpRsrc variables since I
needed to push enterprise data to CAD/IPphone agents. Hope this helps.

Regards.

Rasim Duric

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Micah Bennett
Sent: September-17-08 3:56 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Script Question - IPCC Express Premium

Hello All

We are working to clean up some of our scripts.  All of our original
scripts were built by our install partner.  We have just been building new
ones by copying what they built.  Everything is working fine but we are
trying to clean some of them up and take out any garbage or unused
variables.  

I have attached two example scripts.  They are both the same script but I
have edited one to change the variables under the "Select Resource" step.
AgentsOLD.aef is the original script as built by our partner.
AgentsNEW.aef is the same script with the variables and "Select Resource"
step edited by me.

In the AgentsOLD.aef I can not really tell that the "Get User Info" step
and "Get User" step are doing anything valuable.  I think they were just
built into every script by our partner because that is how she was taught.
I believe I have accomplished the exact same routing with fewer steps and
variables in the AgentsNEW.aef.

In the AgentsOLD.aef I see where the Select Resource step is setting the
variable "_TmpRsrc....956".

Then I see where the Get User Info step is pulling the Identifier portion
of that data and storing it as the "resourceID" variable.

The next step, "Get User", uses the data now stored in "resourceID" to
pull the same data that it stored in "_TmpRsrc....956", and store it in
the variable "_TmpRsrc....966".

The call is then routed to agent information that is stored in variable
"TmpRsrc....966".

It seems like two or three extra steps are being used to create variable
..966 from the information in variable ..956, when you could just as
easily skip all that and route straight to the user information stored
under variable ...956.  It is the same data.  I really don't see a reason
for these extra steps and I do not believe they are needed for any
reporting statistics. 

As you can see in the AgentsNEW.aef, I got rid of the _TmpRsrc...956 and
966 variables.  I then added my own variable (SelectedAgent) to store the
same information.  I also got rid of the resourceID variable.  In my NEW
script, the agent is selected from the specified CSQ and that data is
stored in the variable "SelectedAgent".  The agent is placed in Reserved
status.  Call Type is set and Enterprise data is presented to their Agent
Desktop window.  Call is then connected to Agent (based off the agent data
stored in the "SelectedAgent" variable).

My script seems to be doing the exact same selection process with two less
variables and two less steps "under Select Resource", and its not going in
a circle to do it like the OLD version was.  I have tested it and it works
fine.  

I would like for anyone with more IPCC scripting experience than me to
look at them and see if I am missing anything.  Like I said, it works and
it's a lot cleaner when you look at it and try to follow the flow.  As
long as none of the changes affect our reporting statistics we should be
good with changing this in all of our scripts.      

<<AgentsOLD.aef>> <<AgentsNEW.aef>> 

Micah Bennett

Telecommunications Admin

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