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<title>Script Question - IPCC Express Premium</title>
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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Rasim<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;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></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;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></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>As usual, thanks for the input. This
group is great.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><b><font size=2 color=navy face=Arial><span
style='font-size:10.0pt;font-family:Arial;color:navy;font-weight:bold'>Micah
Bennett</span></font></b><font color=navy><span style='color:navy'> <br>
</span></font><font size=2 color=navy face=Arial><span style='font-size:10.0pt;
font-family:Arial;color:navy'>Telecommunications Admin</span></font><font
color=navy><span style='color:navy'> <br>
<br>
</span></font><o:p></o:p></p>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Rasim Duric
[mailto:rduric@uoguelph.ca] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Thursday, September 18, 2008
6:38 AM<br>
<b><span style='font-weight:bold'>To:</span></b> Micah Bennett<br>
<b><span style='font-weight:bold'>Subject:</span></b> RE: [cisco-voip] Script
Question - IPCC Express Premium</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;color:#1F497D'>This link might shed
some light in your case:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;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></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;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></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;color:#1F497D'>Regards.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;color:#1F497D'>Rasim Duric<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;color:#1F497D'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span lang=EN-CA
style='font-size:11.0pt;font-family:Calibri;color:#1F497D'><o:p> </o:p></span></font></p>
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<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;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>Micah Bennett<br>
<b><span style='font-weight:bold'>Sent:</span></b> September-17-08 3:56 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] Script
Question - IPCC Express Premium<o:p></o:p></span></font></p>
</div>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=EN-CA
style='font-size:12.0pt'><o:p> </o:p></span></font></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Hello
All</span></font><span lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>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></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>out</span></font> <font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>any garbage or
unused</span></font> <font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>variables. </span></font><span lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>I
have attached two example scripts. They are both the same script but I
have edited one to change the variables under the</span></font> <font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>“Select
Resource” step. AgentsOLD.aef is the original script as built by
our partner. AgentsNEW.aef is the same script with the</span></font> <font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>variables</span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>and</span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>“Select
Resource” step edited by me.</span></font><span lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>In
the AgentsOLD.aef I can not really tell</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>that</span></font> <font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>the</span></font> <font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>“Get
User Info” step and</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>“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></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>AgentsNEW.aef.</span></font><span
lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>In
the AgentsOLD.aef</span></font> <font size=2 face=Arial><span style='font-size:
10.0pt;font-family:Arial'>I see where the Select Resource step is setting the
variable</span></font> <font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>“_TmpRsrc……….956”.</span></font><span
lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Then
I see where the Get User Info step is pulling the Identifier portion of that
data and storing it as the</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>“resourceID” variable.</span></font><span
lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>The
next step,</span></font> <font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>“Get User”, uses the data now stored in</span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>“resourceID”
to pull the same data that it stored in</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>“_TmpRsrc……….956”,
and store it in the</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>variable</span></font> <font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>“_TmpRsrc…………966”.</span></font><span
lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>The
call is then routed to agent information that is stored in variable</span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>“TmpRsrc……..966”.</span></font><span
lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>It
seems like two or three extra steps are being used to create variable</span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>……966
from the information in</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>variable</span></font> <font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>….956, when
you could just as easily skip all that and route straight to the user
information stored under variable</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>…..956. It</span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>is the
same data. I really</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>don’t see a</span></font> <font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>reason for
these extra steps and I do not believe they are needed for any reporting statistics.</span></font>
<span lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>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></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>the</span></font> <font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>specified CSQ and
that data is stored in the</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>variable</span></font> <font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>“SelectedAgent”.
The agent is placed in Reserved status. Call Type is set and <st1:City
w:st="on"><st1:place w:st="on">Enterprise</st1:place></st1:City> data is
presented to</span></font> <font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>their Agent Desktop window. Call is then connected to
Agent (based off the agent data stored in the</span></font> <font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>“SelectedAgent”
variable).</span></font><span lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>My
script seems to be doing the exact same selection process with two less</span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>variables
and two less steps</span></font> <font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>“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></font><span lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>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></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>it’s
a</span></font> <font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>lot cleaner when you look at it and try to follow the
flow. As long as none of the changes</span></font> <font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>affect our
reporting statistics we should be good with changing this in all of our</span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>scripts. </span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> </span></font>
<font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> </span></font>
<span lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 color=black face=Arial><span style='font-size:10.0pt;
font-family:Arial;color:black'><<AgentsOLD.aef>>
<<AgentsNEW.aef>> </span></font><span lang=EN-CA><o:p></o:p></span></p>
<p><a name=""><b><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy;font-weight:bold'>Micah Bennett</span></font></b></a><span
lang=EN-CA><o:p></o:p></span></p>
<p><font size=2 color=navy face=Arial><span style='font-size:10.0pt;font-family:
Arial;color:navy'>Telecommunications Admin</span></font><span lang=EN-CA><o:p></o:p></span></p>
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