[cisco-voip] UCCX script question

[Erick Wellnitz]

I like the CSQ idea.  The Nuance product is a Phoenetic Operator.  We
would like to implement some sort of queue mechanism when the ports
are busy to eliminate the need for a human operator.


What happens today is you call 1234 and if 1234 is busy it forwards to
1235 and so on.

The problem with testing this is I don't have this Nuance product in the lab.





On 1/26/12, Anthony Holloway <avholloway+cisco-voip at gmail.com> wrote:
> Erick,
>
> I'm not sure I understand your question: "Would this still work with the
> 'pilot' extension forwarding to another when busy or would I need to write
> my script to handle the 'cascading' effect?"
>
> However, what you are trying to do seems correct.  Have you tried out your
> solution yet?  Does it work?  If not, what's not working?
>
> You could place the call on hold prior to the redirect attempt, and never
> take it off hold.  That works better, because then you are not constantly
> placing the call on hold, then taking it off hold.  Less work for UCCX and
> CUCM to do.
>
> And yeah, those Nuance ports are valuable.  However, it's important to note
> that the TTS ports are only active for the duration of the prompt, while
> the ASR ports are active for the duration of the call.  Are you in fact
> using ASR?
>
> One more thing to note about what you are doing:  if one person calls in,
> and is placed in the holding pattern, then a port free's up during the
> delay step, there is a chance that a new call can come in and take that
> open port, thus jumping in front of that original caller.  This leap
> frogging could go on forever and your poor caller will never see the light
> of day.
>
> What I would suggest is to create a CSQ to queue these people in, and check
> for position in queue.  If the caller is in first position, then let them
> attempt the redirects, otherwise, keep holding and checking PIQ.  This is a
> fair method.  Also, upon successful redirect the caller will be dequeued
> automatically, and all other callers will move up in position.
>
> -Anthony
>
> On Thu, Jan 26, 2012 at 11:35 AM, Erick Wellnitz
> <ewellnitzvoip at gmail.com>wrote:
>
>> I have a situation where I need to transfer a call to an extension but
>> if it is busy, queue the call and try again after a certain length of
>> time.
>>
>> It's a nuance thing and we only have a certain number of ports available.
>>
>> I'm thinking I could use UCCX in the following way.
>>
>> Accept
>> :TRANSFER Label
>> Redirect
>>   -Busy
>>       -Hold
>>       - Delay
>>       - Unhold
>>       -goto TRANSFER
>>
>>
>> Any suggestions?  Would this still work with the 'pilot' extension
>> forwarding to another when busy or would I need to write my script to
>> handle the 'cascading' effect?
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>