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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>I’m already checking if more than 1 agent is logged-in
before queuing the call. If I also check if there’s minimum one agent
ready and if it’s not the case, the call will never make it to the queue??
So is there a difference for IPCC as for the agent status being Not Ready vs
Talking/Work/Reserved ? I mean, does the system make a difference between the
fact that there is absolutely no one on a call AND “not ready” and
the fact that all agents are logged-in AND in an occupied state ? Because for
almost an hour, the two agents where “Not Ready”, which is
different than if they were both always on an active call state, right ? I give
it that this is not a typical scenario, where no agents are in “ready”
mode, it’s like they both went on a break at the same time, but still, it
seems to happen that they forget to switch their status.<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'>Here’s my script attached.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=FR-CA style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>________________________________<o:p></o:p></span></p>
<p class=MsoNormal><span lang=FR-CA style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=FR-CA style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Sandy Lee<o:p></o:p></span></p>
<p class=MsoNormal><span lang=FR-CA style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Analyste<o:p></o:p></span></p>
<p class=MsoNormal><span lang=FR-CA style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>SIT-Direction des infrastructures<o:p></o:p></span></p>
<p class=MsoNormal><span lang=FR-CA style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Université Laval<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Email : <a href="mailto:Sandy.Lee@sit.ulaval.ca">Sandy.Lee@sit.ulaval.ca</a><o:p></o:p></span></p>
<p class=MsoNormal><span lang=FR style='font-size:10.0pt;font-family:Wingdings;
color:black'>(</span><span lang=FR style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:black'> 418.656.2131, ext. 4420</span><span lang=FR
style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:blue'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>_______________________________</span><span style='font-size:
10.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><a
href="http://www.rec.ulaval.ca/lce/securite/confidentialite.htm"
title="http://www.rec.ulaval.ca/lce/securite/confidentialite.htm"><i>Avis
relatif à la confidentialité / Notice of confidentiality</i></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>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal style='margin-left:.5in'><b><span style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'> Larry Hadrava
[mailto:lhadrava@ipexpert.com] <br>
<b>Sent:</b> Friday, March 20, 2009 12:03 PM<br>
<b>To:</b> Sandy Lee<br>
<b>Cc:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] IPCCX question<o:p></o:p></span></p>
</div>
<p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p>
<div>
<p class=MsoNormal style='margin-left:.5in'>Sandy:<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal style='margin-left:.5in'>You can set up the script to look
to see what action to take if the number of logged in / available agents meet
certain criteria ( such as more / less than a certain number). You can set the
action to take if this is true or if this is false ( such as go to goodby,
loop, play another prompt, etc )<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal style='margin-left:.5in'> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal style='margin-left:.5in'>With out seeing your script it
would be difficult to diagnose the exact issue. <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal style='margin-left:.5in'> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
12.0pt;margin-left:.5in'>Larry Hadrava<br>
CCIE #12203 CCNP CCNA<br>
Sr. Support Engineer – IPexpert, Inc.<br>
URL: <a href="http://www.IPexpert.com">http://www.IPexpert.com</a><br>
<br>
<o:p></o:p></p>
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<div>
<p class=MsoNormal style='margin-left:.5in'>On Fri, Mar 20, 2009 at 11:49 AM,
Sandy Lee <<a href="mailto:Sandy.Lee@sit.ulaval.ca">Sandy.Lee@sit.ulaval.ca</a>>
wrote:<o:p></o:p></p>
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<div>
<p style='margin-left:.5in'>Hi,<o:p></o:p></p>
<p style='margin-left:.5in'> <o:p></o:p></p>
<p style='margin-left:.5in'>I have IPCC Express 4.0(5), CUCM 4.1(3) and CAD
agents.<o:p></o:p></p>
<p style='margin-left:.5in'> <o:p></o:p></p>
<p style='margin-left:.5in'>I have agents in “Not Ready” state and
a call comes in, gets queued in the CSQ and then it gets dropped after being
queued long enough for the caller to hear the prompts in queue. Is there a
timer or a parameter that sets the call to get drop/disconnected if no agent is
available for a period of time ? Aren’t the calls supposed to stay in
queue until an agent becomes ready ? <o:p></o:p></p>
<p style='margin-left:.5in'> <o:p></o:p></p>
<p style='margin-left:.5in'>The call then appears as an aborted call in
Historical Reports.<o:p></o:p></p>
<p style='margin-left:.5in'> <o:p></o:p></p>
<p style='margin-left:.5in'><span lang=FR-CA>Thanks,</span><o:p></o:p></p>
<p style='margin-left:.5in'><span lang=FR-CA>Sandy.</span><o:p></o:p></p>
<p style='margin-left:.5in'> <o:p></o:p></p>
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<p class=MsoNormal style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
12.0pt;margin-left:.5in'><br>
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