[cisco-voip] Implement UCCX Geographic Inbound Call Routing using callers area code

Tue Oct 1 10:21:51 EDT 2013

If you have a large amount of area code, and have premium, database lookup is probably more efficient.

Dennis Heim | Solution Architect (Collaboration)
World Wide Technology, Inc. | 314-212-1814

PS Engineering:  Innovate & Ignite.

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Anthony Holloway
Sent: Monday, September 30, 2013 10:00 PM
To: Chase Mergenthal
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Implement UCCX Geographic Inbound Call Routing using callers area code

Chase,

That XPATH can be condense like so:

"//[@number='" + ani + "']/csq"

You could also condense the XML to:

<?xml version="1.0" encoding="utf-8"?>
<triggers>
<trigger number="17631112222">CSQ</trigger>
</triggers>

And then your XPATH is simply:

"//[@number='" + ani + "']"

However, Grace is looking for a solution based on caller's area code, which would involve at least one more step: pulling the area code out of the calling number.  So Grace, this is how you pull an area code from the calling number.

ani = Get Call Contact Info (Calling Number)
Set area_code = ani.substring(0, 3)

And now at this point, one could use the XML file approach as Chase has pointed out.

<?xml version="1.0" encoding="utf-8"?>
<areas>
<area code="612">Midwest_CSQ</area>
<area code="305">East_CSQ</area>
</areas>

Of course that can be a large file considering there are almost 300 area codes in use today, and that number is growing towards its current maximum potential of 800 numbers.  In an effort to shrink that document, you could compress the data yourself like this:

<?xml version="1.0" encoding="utf-8"?>
<a><b c="612">0</b><b c="305">1</b></a>

We're just using single characters to represent the tag names, and numeric values for the CSQ names.  You will need a String Array to convert the digit value of the CSQ into the actual CSQ like this:

Variable
String[] csq_map = new String[] {"Midwest_CSQ", "East_CSQ"}

Script
result = Get XML Document Data(xml_doc, "//[@c='" + ani + "']")
Set csq = csq_map[Integer.parseInt(result)]

If you haven't worked with String Arrays yet, just know that each element in the array has an associated value, or index, and it starts with 0 on the left, and goes up incrementally from there to the right.  So in the above example, Midwest_CSQ is 0 and East_CSQ is 1.

At this point, your csq variable holds the name of the CSQ, and you saved yourself some amount of JVM heap usage.  The reason this saves space is because if you have 150 area codes for which CSQ NorthCentralSupport_CSQ (a 23 character name) serves, then without the trick you need at least 150 * length of CSQ Name, which is 3.4KB.  With the trick I used, you get the text alone down to 150Bytes (the character "0" used 150 times).  That's a 96% decrease.  Now, the String Array doesn't come for free, and there is a formula to figure it out, but I'd wager you're fine doing without the compression at all, therefore compression is just icing on the cake.  Just use RTMT perfmon counters to watch your JVM heap usage.

You could alternatively use a java switch block and keep all dependencies right inside the script, but I don't know if the XML functionality is a requirement for you or not.

Example:

Do {
switch (area_code) {
case "612": case "763": case "651":
csq = "Midwest_CSQ";
break;
case "305": case "786":
csq = "East_CSQ";
break;
default:
csq = "Default_CSQ";
}
}

This has the advantage of not having to assign the csq variable for each area code in the US, rather you do it for blocks of csq's rather easily, as I have demonstrated.  If you needed this to be available to a few other scripts, consider making it a sub flow which takes 1 input mapping of the ani, and provides 1 output mapping of the mapped csq name like so:

area_code_lookup.aef
Variables
String csq = ""
String ani = ""

Script
Start
On Exception (WFExecutionException) Goto End of Script
Do {
switch (ani.substring(0, 3)) {
case "612": case "763": case "651":
csq = "Midwest_CSQ":
break;
case "305": case "786":
csq = "East_CSQ";
break;
}
}
End of Script:
End

main_aa.aef
Variables
String csq = ""
String ani = ""

Script
Start
Accept(--Triggering Contact--)
ani = Get Call Contact Info (Calling Number)
csq = Call Subflow (SCRIPT[area_code_lookup.aef], Input: ani, Output: csq)
Set csq (csq == null || csq.trim() == "") ? "Default_CSQ" : csq
Select Resource (--Triggering Contact-- from csq)
Connected
End
Queued
...queue logic...
End

There's many different ways to solve for this requirement.  Which one you pick should meet the objective first, and then be easy to troubleshoot and administer second.  The rest is subjective.  In my opinion...of course!  Haha.

Good luck.

On Mon, Sep 30, 2013 at 3:29 PM, Chase Mergenthal <cmergenthal at digitalriver.com<mailto:cmergenthal at digitalriver.com>> wrote:
Conceptually this is how you could do it:

[cid:image002.png at 01CEBE90.0B169340]

Xml doc:

<triggers>

<trigger number="17631112222”>
<csq>CSQ</csq>
</trigger>

</triggers>

Chase Mergenthal | Digital River
p: +1 952 225 3202<tel:%2B1%20952%20225%203202> | cmergenthal at digitalriver.com<mailto:cmergenthal at digitalriver.com> | digitalriver.com<http://www.digitalriver.com/>
10380 Bren Road West, Minnetonka, MN 55343, United States

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net>] On Behalf Of Grace Maximuangu
Sent: Monday, September 30, 2013 3:14 PM
To: Anthony Holloway; Ryan LaFountain (rlafount); cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: [cisco-voip] Implement UCCX Geographic Inbound Call Routing using callers area code

Hi all,
I have a customer requirement, when a call is placed into the call center, the script needs to query an xml file using Xpath (they do not want to do a database lookup at this time)  to determine what CSQ to place the call in.
Has anyone done this before?
Or does anyone have a sample code that can be modified to satisfy this requirement?

:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342<tel:213.268.6342>
grace.maximuangu at blackbox.com<mailto:grace.maximuangu at blackbox.com>
www.blackbox.com<http://www.blackbox.com/>

[cid:image003.jpg at 01CEBE90.0B169340]

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