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<DIV id=idOWAReplyText54540 dir=ltr>
<DIV dir=ltr><FONT face=Arial color=#000000 size=2>For this situation I usually
add an increment step and an If/Then step. The variable is
incremented on each pass then when it reaches a certain number I can kick
the call out to VM or answering service. That way someone is not stuck in
queue indefinitely.</FONT></DIV>
<DIV dir=ltr><FONT face=Arial size=2></FONT> </DIV>
<DIV dir=ltr><FONT face=Arial size=2>I use a holiday call subflow to do a
holiday check from a "dates.xml" file. That allows you to input the
holidays for the year all at once. You can find an example of this in the
Cisco script repository.</FONT></DIV>
<DIV dir=ltr><FONT face=Arial size=2></FONT> </DIV>
<DIV dir=ltr><A
href="http://www.cisco.com/application/x-zip-compressed/en/us/guest/products/ps1846/c1028/cdccont_0900aecd80179234.zip">http://www.cisco.com/application/x-zip-compressed/en/us/guest/products/ps1846/c1028/cdccont_0900aecd80179234.zip</A></DIV>
<DIV dir=ltr><FONT face=Arial size=2></FONT> </DIV>
<DIV dir=ltr><FONT face=Arial size=2>Scott</FONT></DIV>
<DIV dir=ltr><FONT face=Arial size=2></FONT> </DIV></DIV>
<DIV dir=ltr><BR>
<HR tabIndex=-1>
<FONT face=Tahoma size=2><B>From:</B> cisco-voip-bounces@puck.nether.net on
behalf of Voll, Scott<BR><B>Sent:</B> Wed 1/17/2007 2:39 PM<BR><B>To:</B> Jason
Aarons (US); cisco-voip@puck.nether.net<BR><B>Subject:</B> Re: [cisco-voip]
IPCCx script Holidays<BR></FONT><BR></DIV>
<DIV>
<DIV class=Section1>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">I have it set to if
there are no agents logged in, forward to a number value (IE> after hours
cell phone)</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">The problem was that an
agent did not log out on Friday, so Monday since they were still logged in, it
stayed queued because someone was logged in.</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">Scott</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<DIV>
<DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><FONT
face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">
<HR tabIndex=-1 align=center width="100%" SIZE=2>
</SPAN></FONT></DIV>
<P class=MsoNormal><B><FONT face=Tahoma size=2><SPAN
style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</SPAN></FONT></B><FONT
face=Tahoma size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma"> Jason
Aarons (US) [mailto:jason.aarons@us.didata.com] <BR><B><SPAN
style="FONT-WEIGHT: bold">Sent:</SPAN></B> Wednesday, January 17, 2007 11:24
AM<BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B> Voll, Scott;
cisco-voip@puck.nether.net<BR><B><SPAN
style="FONT-WEIGHT: bold">Subject:</SPAN></B> RE: [cisco-voip] IPCCx script
Holidays</SPAN></FONT></P></DIV>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">The script would need
to check the data against a holday. </SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">I would add a step in
the script that checks after 3 minutes in the Que how many Agents are logged in,
if less than zero do something with the call. If you get a bomb threat and
all agents leave they aren’t stuck holding…</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<DIV>
<DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><FONT
face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">
<HR tabIndex=-1 align=center width="100%" SIZE=2>
</SPAN></FONT></DIV>
<P class=MsoNormal><B><FONT face=Tahoma size=2><SPAN
style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</SPAN></FONT></B><FONT
face=Tahoma size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net]
<B><SPAN style="FONT-WEIGHT: bold">On Behalf Of </SPAN></B>Voll,
Scott<BR><B><SPAN style="FONT-WEIGHT: bold">Sent:</SPAN></B> Wednesday, January
17, 2007 1:58 PM<BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B>
cisco-voip@puck.nether.net<BR><B><SPAN
style="FONT-WEIGHT: bold">Subject:</SPAN></B> [cisco-voip] IPCCx script
Holidays</SPAN></FONT></P></DIV>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">OK—</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">I just got burned on a Holiday
Helpdesk script.</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">I have the script to M-F 7-5pm and
then after hours / weekends go to the after hours script to call the on call
person.</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Is there a way in IPCCx to add in
holidays? IE> I input the holidays for the year and it follows the
after hours script?</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Thanks</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Scott</SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">CM 4.1.3sr2 IPCCx
4.0</SPAN></FONT></P></DIV></DIV>
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