[cisco-voip] IPCCX Script - Dead Air?

[Jim Reed]

Dane,
Here is a blow-by-blow description of one of our queue loops.  Perhaps it will give you some ideas.

We have several queues so the first step selects the resource based on the name of that queue that was previously passed to the variable.

The call then enters the queue loop.

We check the position of the caller in queue and if they're the first caller in queue, we have a spare phone set up that plays that annoying "Are You There Ring" once every time the loop executes so the agents know there is a call sitting in queue.  Amazing how quickly they try to get that thing to stop.

The call is placed on hold.  That way the caller gets to hear the cheesy hold music.

The delay timer counts down.

The time on hold counter increments.  If they're on hold for more than six (6) intervals, we send them directly to the voicemail extension for that particular queue.

If the time on hold counter is not yet greater than six (6), we take the call off hold.

We then give them the option of staying on the line for the next available agent or opting to go to voicemail for that queue and leave a message for a callback.

If they opt to stay on the line, it just loops back to the top and starts the process over.

Hope some of this helps.
--
Jim Reed
Swift Communications, Inc.
970-683-5646 (Direct)
775-772-7666 (Cell)

"A heart never broken is pristine
and sterile and will never know
the joy of being imperfect."
        --Unknown




On 8/6/09 10:08 AM, "Dane" <dane at pktloss.net> wrote:

I put together a very basic IPCCX script for a small group of users.  It works for the most part but there is one problem, when all agents are busy the caller just hears dead air.  Also, I don't think they will reach an agent who becomes available if they happen to have hit this dead air.

Here is the script:




Starting to wonder if I should have something in the "Queued" area under "Select Resource"?

Time to go find some reading material on IPCCX scripting again.  I rarely have to ever edit or add a script, I seem to have to learn this stuff once every 2 years again and only enough to get the result I need.





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