[cisco-voip] Check on calls in queue for a team?

Fri Mar 23 11:21:48 EDT 2018

Well my biggest problem is I’ve never done it and have no idea how to do it. I see some stuff here: https://supportforums.cisco.com/t5/contact-center/uccx-custom-classes-arraylist-usage/td-p/2633938
That I sort of get..

But the Call Center manager just brilliantly decided he only wants things lit if 3 or more calls exist for the team (which actually makes more sense from a usage standpoint). I feel like this may make the hashmap idea non workable?

Matthew Loraditch
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com | e: MLoraditch at heliontechnologies.com
From: Anthony Holloway <avholloway+cisco-voip at gmail.com>
Sent: Friday, March 23, 2018 10:43 AM
To: Matthew Loraditch <MLoraditch at heliontechnologies.com>
Cc: Bill Talley <btalley at gmail.com>; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Check on calls in queue for a team?

You may not like this solution, but I think you could just use a HashMap to map your CSQs to Teams, and then another HasMap to map your Teams to Light Directory Numbers.  Then use global sessions to track if a light is currently being lit for a team or not.  Limit your checking to PIQ === 1 and that should be pretty efficient and easy to administer....which is relative.

On Thu, Mar 22, 2018 at 2:53 PM Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>> wrote:
The light needs to be on if ANY queue for the team has a call in it.
We have around 40 queues. One team has 22 CSQs assigned.

So my logic was call the app once we have a call form the main script, ring the light, hang up and then check all the queues once any queue has contacts waiting > 0, call and begin again. I can’t keep the call ongoing as I have no way to break in and terminate it.

So it’s if CSQ1 has calls, call light if not check CSQ2 and so on.

Am I being crazy?

Matthew Loraditch

Sr. Network Engineer

p: 443.541.1518<tel:443.541.1518>

w: www.heliontechnologies.com<http://www.heliontechnologies.com/>

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e: MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>

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From: Anthony Holloway <avholloway+cisco-voip at gmail.com<mailto:avholloway%2Bcisco-voip at gmail.com>>
Sent: Thursday, March 22, 2018 3:50 PM
To: Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>>
Cc: Bill Talley <btalley at gmail.com<mailto:btalley at gmail.com>>; cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>

Subject: Re: [cisco-voip] Check on calls in queue for a team?

Why so many conditionals?

If you're simply trying to map a CSQ name to an Extension to call, you could use a HashMap.

Link for example usage of HashMap

https://supportforums.cisco.com/t5/contact-center/route-customer-call-to-a-specific-agent-based-on-calling-number/td-p/2176574

On Thu, Mar 22, 2018 at 1:45 PM Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>> wrote:
It’s a sip phone, it lights on a ring or on a call.

I managed to program the nearly 40 nested ifs (broken up into 3 copies of the script) in about 30 minutes. So I guess I’m done for now in that respect. If I could make it more programmatic I might. I’ve done no API work, so not sure if that would work or not or be any easier.

Matthew Loraditch

Sr. Network Engineer

p: 443.541.1518<tel:443.541.1518>

w: www.heliontechnologies.com<http://www.heliontechnologies.com/>

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e: MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>

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From: Bill Talley <btalley at gmail.com>
Sent: Thursday, March 22, 2018 2:22 PM<https://facebook.com/heliontech>

To: Matthew Loraditch <MLoraditch at heliontechnologies.com>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Check on calls in queue for a team?<https://facebook.com/heliontech>
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I’m behind all of the emails but am curious about how the light gets triggered.  Is it a SIP device registered to CUCM or how does that work?    What version of CCX are you running?<https://facebook.com/heliontech>
 <https://facebook.com/heliontech>
I’m wondering if you could do a REST call to the CCX database for contacts waiting and parse the XML?  Might be easier to capture the data that way?<https://facebook.com/heliontech>
Sent from a mobile device with very tiny touchscreen input keys. Please excude my typtos.<https://facebook.com/heliontech>

On Mar 22, 2018, at 11:20 AM, Matthew Loraditch <MLoraditch at heliontechnologies.com> wrote:<https://facebook.com/heliontech>
I'm setting up that light system I’ve talked about and the managers wants their lights to come on if any queue assigned to a team has calls waiting. I can't think of any way to do that but iterate through every queue in a very long nested if of get reporting statistics steps and anytime we add a queue I will have to modify the script...<https://facebook.com/heliontech>
 <https://facebook.com/heliontech>
One team has 22 queues assigned…<https://facebook.com/heliontech>
 <https://facebook.com/heliontech>
If anyone has a better idea, I'd love to hear it!<https://facebook.com/heliontech>
 <https://facebook.com/heliontech>

Matthew Loraditch<https://facebook.com/heliontech>

Sr. Network Engineer<https://facebook.com/heliontech>

p: 443.541.1518<https://facebook.com/heliontech>

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