[cisco-voip] ucce , script changes questionnare

[Buchanan, James]

Hello,

Several of us work with Cisco partners that I'm sure would be happy to help as part of their professional services offerings. Let us know if you want to go that route.

Regards,

James



James Buchanan | Sr. Network Engineer
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________________________________________
From: cisco-voip [cisco-voip-bounces at puck.nether.net] on behalf of 0703Manjunath [winmanjunath at gmail.com]
Sent: Sunday, January 26, 2014 11:05 AM
To: cisco-voip (cisco-voip at puck.nether.net); voipermike at gmail.com; nhaas at co.fresno.ca.us; jason.aarons at dimensiondata.com; msaskin at gmail.com; avholloway+cisco-voip at gmail.com
Subject: [cisco-voip] ucce , script changes questionnare

Hi , One of our client has come up with call flow changes in the icm script in UCCE for inbound centre.

Iam sure most of you might already have it, please share your input on below points.

Requirement :

1 )Post after welcome  prompt , customer want to keep a space for supervisor where they will post adhoc messages which would check for any outage messages for every call.

2) Verify the menu options selected by customer (for reporting purpose).Iam sure i can achieve it with IF node. I would like to know the formula/logic  to be used to validate the choice.

3) Incase all  agents busy on call after 30 sec of hold time , ICM should fetch wait time & announce it the caller.

3.1) While the ICM announces the wait time , there should be menu prompt played to the caller to place a call back request
ie:If you would like us to call you back in about <120> minutes, Press 1 Or to continue to stay
--

 Cheers, Manz
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