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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Verdana","sans-serif";
color:black'>I was</span><span style='font-family:"Verdana","sans-serif";
color:black'> experiencing a delay of 17 seconds for an IP Phone agent
selection. If everything is working OK with your new script I’d just use
that one</span>.<span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Rasim Duric<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Network Analyst (CCS)<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>University of Guelph<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Guelph, N1G 2W1, ON<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>519-824-4120x53146<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>rduric@uoguelph.ca<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:
"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'> cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Micah Bennett<br>
<b>Sent:</b> September-18-08 9:37 AM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] Script Question - IPCC Express Premium<o:p></o:p></span></p>
</div>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'>Rasim<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'>Thanks for the link and the update. I got the same info from
another user who has a similar setup. We were never on 3.5. Our
deployment was 4.0(5) from the beginning. I know our partner built the
majority of our scripts offsite and imported them in. With what you have
shared my guess is that the scripts were built on a 3.5 system and the
conversion over to 4.0(5) caused the variables we are seeing, or she just built
them like this because that was her experience. <o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'>I have done some testing with my new version (taking out those Tmp
variables) and my enterprise data presentation to CAD seems to be working as
normal. Should I be seeing anything different? What did you
experience if/when you tried to delete the Tmp variables. <o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'>As usual, thanks for the input. This group is great.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'><o:p> </o:p></span></p>
<div>
<p class=MsoNormal style='margin-bottom:12.0pt'><b><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif";color:navy'>Micah
Bennett</span></b><span lang=EN-US style='color:navy'> <br>
</span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'>Telecommunications Admin</span><span lang=EN-US style='color:navy'>
</span><span lang=EN-US><o:p></o:p></span></p>
<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:
"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'> Rasim Duric [mailto:rduric@uoguelph.ca] <br>
<b>Sent:</b> Thursday, September 18, 2008 6:38 AM<br>
<b>To:</b> Micah Bennett<br>
<b>Subject:</b> RE: [cisco-voip] Script Question - IPCC Express Premium</span><span
lang=EN-US><o:p></o:p></span></p>
</div>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>This link might shed some light in your case:<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><a
href="http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&fromOutline=&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1ddd9834">http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&fromOutline=&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1ddd9834</a><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Basically I had a similar situation when I converted the
IPCCX 3.5 scripts to 4.0.(5). I had to leave all the TmpRsrc variables since I
needed to push enterprise data to CAD/IPphone agents. Hope this helps.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Regards.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Rasim Duric<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'>
<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:
"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'> cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Micah Bennett<br>
<b>Sent:</b> September-17-08 3:56 PM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> [cisco-voip] Script Question - IPCC Express Premium<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Hello
All</span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>We
are working to clean up some of our scripts. All of our original scripts
were built by our install partner. We have just been building new ones by
copying what they built. Everything is working fine but we are trying to
clean some of them up and take</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>out</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>any
garbage or unused</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>variables. </span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>I
have attached two example scripts. They are both the same script but I
have edited one to change the variables under the</span><span lang=EN-US> </span><span
lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“Select
Resource” step. AgentsOLD.aef is the original script as built by our
partner. AgentsNEW.aef is the same script with the</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>variables</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>and</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“Select
Resource” step edited by me.</span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>In
the AgentsOLD.aef I can not really tell</span><span lang=EN-US> </span><span
lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>that</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>the</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“Get
User Info” step and</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“Get
User” step are doing anything valuable. I think they were just built
into every script by our partner because that is how she was taught. I
believe I have accomplished the exact same routing with fewer steps and
variables in the</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>AgentsNEW.aef.</span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>In
the AgentsOLD.aef</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>I see where the
Select Resource step is setting the variable</span><span lang=EN-US> </span><span
lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“_TmpRsrc……….956”.</span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Then
I see where the Get User Info step is pulling the Identifier portion of that
data and storing it as the</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“resourceID”
variable.</span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>The
next step,</span><span lang=EN-US> </span><span lang=EN-US style='font-size:
10.0pt;font-family:"Arial","sans-serif"'>“Get User”, uses the data
now stored in</span><span lang=EN-US> </span><span lang=EN-US style='font-size:
10.0pt;font-family:"Arial","sans-serif"'>“resourceID” to pull the
same data that it stored in</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“_TmpRsrc……….956”,
and store it in the</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>variable</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“_TmpRsrc…………966”.</span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>The
call is then routed to agent information that is stored in variable</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“TmpRsrc……..966”.</span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>It
seems like two or three extra steps are being used to create variable</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>……966
from the information in</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>variable</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>….956,
when you could just as easily skip all that and route straight to the user
information stored under variable</span><span lang=EN-US> </span><span
lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>…..956.
It</span><span lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;
font-family:"Arial","sans-serif"'>is the same data. I really</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>don’t
see a</span><span lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;
font-family:"Arial","sans-serif"'>reason for these extra steps and I do not
believe they are needed for any reporting statistics.</span><span lang=EN-US> </span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>As
you can see in the AgentsNEW.aef, I got rid of the _TmpRsrc…..956 and 966
variables. I then added my own variable (SelectedAgent) to store the same
information. I also got rid of the resourceID variable. In my NEW
script, the agent is selected from</span><span lang=EN-US> </span><span
lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>the</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>specified
CSQ and that data is stored in the</span><span lang=EN-US> </span><span
lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>variable</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“SelectedAgent”.
The agent is placed in Reserved status. Call Type is set and Enterprise
data is presented to</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>their Agent Desktop
window. Call is then connected to Agent (based off the agent data stored
in the</span><span lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;
font-family:"Arial","sans-serif"'>“SelectedAgent” variable).</span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>My
script seems to be doing the exact same selection process with two less</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>variables
and two less steps</span><span lang=EN-US> </span><span lang=EN-US
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>“under Select
Resource”, and its not going in a circle to do it like the OLD version
was. I have tested it and it works fine. </span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>I
would like for anyone with more IPCC scripting experience than me to look at
them and see if I am missing anything. Like I said, it works and</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>it’s
a</span><span lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;
font-family:"Arial","sans-serif"'>lot cleaner when you look at it and try to
follow the flow. As long as none of the changes</span><span lang=EN-US> </span><span
lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>affect our
reporting statistics we should be good with changing this in all of our</span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>scripts. </span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><span
lang=EN-US> </span><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><span
lang=EN-US> </span><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:black'><<AgentsOLD.aef>> <<AgentsNEW.aef>> </span><o:p></o:p></p>
<p><a name=""><b><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'>Micah Bennett</span></b></a><o:p></o:p></p>
<p><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'>Telecommunications Admin</span><o:p></o:p></p>
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