[cisco-voip] UCCX script question

[Bill Riley]

How are you going to Queue ports?


-----Original Message-----
From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Erick Wellnitz
Sent: Thursday, January 26, 2012 12:38 PM
To: Anthony Holloway
Cc: cisco-voip
Subject: Re: [cisco-voip] UCCX script question

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?
>> _______________________________________________
>> cisco-voip mailing list
>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>
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