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

Anthony Holloway avholloway+cisco-voip at gmail.com
Fri Mar 23 14:29:37 EDT 2018 

First, this is 6 of one, half dozen of the other.

Second, let's agree that with the If statement, and likely any solution,
there is a race condition, such that by the time you're pulling and
checking the 22nd CSQ metric, volumes could have changed in the other 21
CSQs, so you may decide to light the light incorrectly.

Ok, so with that out of the way, perhaps you could still use the hashmap
and global sessions, but then you track one more metric which is and
increment/decrement of calls in queue for each team.  Yes, the reading,
manipulating, and storing of that metric could result in a race condition,
but no worse than what you're already doing.


On Fri, Mar 23, 2018 at 10:21 AM Matthew Loraditch <
MLoraditch at heliontechnologies.com> wrote:

> 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 Engineerp: 443.541.1518
> <443.541.1518>w: www.heliontechnologies.com
> <http://www.heliontechnologies.com/> | e: MLoraditch at heliontechnologies.com
> <MLoraditch at heliontechnologies.com>[image: Facebook]
> <https://facebook.com/heliontech>[image: Twitter]
> <https://twitter.com/heliontech>[image: LinkedIn]
> <https://www.linkedin.com/company/helion-technologies>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> 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* <443.541.1518>
>
> w: *www.heliontechnologies.com* <http://www.heliontechnologies.com/>
>
>  |
>
> e: *MLoraditch at heliontechnologies.com* <MLoraditch at heliontechnologies.com>
>
> [image: Facebook] <https://facebook.com/heliontech>
>
> [image: Twitter] <https://twitter.com/heliontech>
>
> [image: LinkedIn] <https://www.linkedin.com/company/helion-technologies>
>
> *From:* Anthony Holloway <avholloway+cisco-voip at gmail.com>
> *Sent:* Thursday, March 22, 2018 3:50 PM
> *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?
>
>
>
> 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> 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* <443.541.1518>
>
> w: *www.heliontechnologies.com* <http://www.heliontechnologies.com/>
>
>  |
>
> e: *MLoraditch at heliontechnologies.com* <MLoraditch at heliontechnologies.com>
>
> <https://facebook.com/heliontech>
>
> <https://facebook.com/heliontech>
>
> <https://facebook.com/heliontech>
>
>
> *From: Bill Talley <btalley at gmail.com> <https://facebook.com/heliontech>*
>
> *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>
>
>   <https://facebook.com/heliontech>
>
> 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>
>
> 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>
>
> w: *www.heliontechnologies.com* <https://facebook.com/heliontech>
>
>  |  <https://facebook.com/heliontech>
>
> e: *MLoraditch at heliontechnologies.com* <https://facebook.com/heliontech>
>
> <image905466.png> <https://facebook.com/heliontech>
>
> <https://facebook.com/heliontech>
>
> <https://facebook.com/heliontech>
>
> <image374618.png> <https://facebook.com/heliontech>
>
> <https://facebook.com/heliontech>
>
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