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<TITLE>Re: [cisco-voip] IPCCX Script - Dead Air?</TITLE>
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<FONT SIZE="4"><FONT FACE="Verdana, Helvetica, Arial"><SPAN STYLE='font-size:14.0px'><B>Dane,<BR>
Here is a blow-by-blow description of one of our queue loops. Perhaps it will give you some ideas.<BR>
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We have several queues so the first step selects the resource based on the name of that queue that was previously passed to the variable.<BR>
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The call then enters the queue loop.<BR>
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We check the position of the caller in queue and if they’re the first caller in queue, we have a spare phone set up that plays that annoying “Are You There Ring” once every time the loop executes so the agents know there is a call sitting in queue. Amazing how quickly they try to get that thing to stop.<BR>
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The call is placed on hold. That way the caller gets to hear the cheesy hold music.<BR>
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The delay timer counts down.<BR>
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The time on hold counter increments. If they’re on hold for more than six (6) intervals, we send them directly to the voicemail extension for that particular queue.<BR>
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If the time on hold counter is not yet greater than six (6), we take the call off hold.<BR>
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We then give them the option of staying on the line for the next available agent or opting to go to voicemail for that queue and leave a message for a callback.<BR>
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If they opt to stay on the line, it just loops back to the top and starts the process over.<BR>
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Hope some of this helps.<BR>
</B></SPAN></FONT></FONT><FONT FACE="Verdana, Helvetica, Arial"><B><FONT SIZE="2"><SPAN STYLE='font-size:10.0px'>-- <BR>
Jim Reed<BR>
Swift Communications, Inc.<BR>
970-683-5646 (Direct)<BR>
775-772-7666 (Cell)<BR>
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“</SPAN><FONT SIZE="2"><SPAN STYLE='font-size:10.0px'><B>A heart never broken is pristine<BR>
and sterile and will never know<BR>
the joy of being imperfect.”<BR>
--Unknown<BR>
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On 8/6/09 10:08 AM, "Dane" <dane@pktloss.net> wrote:<BR>
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</SPAN></FONT><BLOCKQUOTE><FONT FACE="Verdana, Helvetica, Arial"><SPAN STYLE='font-size:12.0px'>I put together a very basic IPCCX script for a small group of users. It works for the most part but there is one problem, when all agents are busy the caller just hears dead air. Also, I don't think they will reach an agent who becomes available if they happen to have hit this dead air.<BR>
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Here is the script:<BR>
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Starting to wonder if I should have something in the "Queued" area under "Select Resource"?<BR>
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Time to go find some reading material on IPCCX scripting again. I rarely have to ever edit or add a script, I seem to have to learn this stuff once every 2 years again and only enough to get the result I need.<BR>
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