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<title>Re: [cisco-voip] IPCCX Script - Dead Air?</title>
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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>We’re running 5.0.2SR2<o:p></o:p></span></p>
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color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>I’ve experienced the “dead air” issue as well.
Usually happens when all agents are not ready (excluding in a call) but as soon
as they are ready MOH begins working. Seems to only happen on particular
scripts as well, but I’ve been unable to get it occur while reactive
debugging.<o:p></o:p></span></p>
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color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><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"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>Jim Reed<br>
<b>Sent:</b> Thursday, August 06, 2009 11:48 AM<br>
<b>To:</b> Dane; cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] IPCCX Script - Dead Air?<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><b><span style='font-size:10.5pt;
font-family:"Verdana","sans-serif"'>Dane,<br>
Here is a blow-by-blow description of one of our queue loops. Perhaps it
will give you some ideas.<br>
<br>
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>
<br>
The call then enters the queue loop.<br>
<br>
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>
<br>
The call is placed on hold. That way the caller gets to hear the cheesy
hold music.<br>
<br>
The delay timer counts down.<br>
<br>
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>
<br>
If the time on hold counter is not yet greater than six (6), we take the call
off hold.<br>
<br>
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>
<br>
If they opt to stay on the line, it just loops back to the top and starts the
process over.<br>
<br>
Hope some of this helps.<br>
</span></b><b><span style='font-size:7.5pt;font-family:"Verdana","sans-serif"'>--
<br>
Jim Reed<br>
Swift Communications, Inc.<br>
970-683-5646 (Direct)<br>
775-772-7666 (Cell)<br>
</span></b><span style='font-size:9.0pt;font-family:"Verdana","sans-serif"'><br>
“</span><b><span style='font-size:7.5pt;font-family:"Verdana","sans-serif"'>A
heart never broken is pristine<br>
and sterile and will never know<br>
the joy of being imperfect.”<br>
--Unknown<br>
</span></b><span style='font-size:9.0pt;font-family:"Verdana","sans-serif"'><br>
<br>
<br>
<br>
On 8/6/09 10:08 AM, "Dane" <dane@pktloss.net> wrote:</span><o:p></o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><span style='font-size:9.0pt;
font-family:"Verdana","sans-serif"'>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>
<br>
Here is the script:<br>
<br>
<br>
<br>
<br>
Starting to wonder if I should have something in the "Queued" area
under "Select Resource"?<br>
<br>
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>
<br>
<br>
</span><o:p></o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><o:p> </o:p></p>
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