[cisco-voip] UCCX script related questions

[Terry Oakley]

I am not an expert in this at all but have some experience with a similar situation.    I would suggest, and am glad to be corrected by those that have more expertise, that you use skills based routing.   The skills can be adjusted by the supervisor on the fly so that leaves it to the supervisor to have the right staff (engineer) in place to respond to the call.    As for extending the timeout to being set to Not Ready I believe that can be adjusted on the Application Management section under agentTimeout.   Again very happy to be corrected as I am still working through scripting and how to make it the most efficient.

Terry


Terry Oakley
Telecommunications Coordinator | Information Technology Services
Red Deer College |100 College Blvd. | Box 5005 | Red Deer | Alberta | T4N 5H5
work (403) 342-3521   |  FAX (403) 343-4034



From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of naresh rathore
Sent: June 19, 2017 1:48 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] UCCX script related questions

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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