[cisco-voip] UCCX script related questions

[naresh rathore]

hi All,


i have to configure CRS scripting on UCCX. following is the requirement.

  1.  broadcast ring to level 1 engineer for 60 sec, then call goes to queue and plays the option to exit the queue and leave voicemail.

       2. if exit option is not selected, it will broadcast ring level 2 engineer for 60 sec, then call goes to queue and plays the option to exit the queue and leave voicemail.
       3. if exit option is not selected, it will broadcast ring level 3 engineer for 60 sec, then call goes to queue and plays the option to exit the queue.
       4.if exit option is not selected, it will go through step 1, 2, 3 and then go to voicemail.


I have following queries
       1. after 3 rings, the agent (finesse) because not ready. is it possible to extend the timeout to 60 second. is it possible via "select resource" step?
        2.because i have to go through step 1, 2, and 3. during first round when the state of the group is automatically changed to not ready (if nobody answers), is it possible to change the state automatically to ready after some time.
         3. Should i use resource group or skill based routing
         4. they also will be changing engineers from one level to another. is it possible to assign different skills /change skills of a user using supervisor desktop or limited version of appadmin page?


Thanks all


Regards


Naray

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