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</o:shapelayout></xml><![endif]--></head><body lang=EN-CA link="#0563C1" vlink="#954F72"><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>I am not an expert in this at all but have some experience with a similar situation. I would suggest, and am glad to be corrected by those that have more expertise, that you use skills based routing. The skills can be adjusted by the supervisor on the fly so that leaves it to the supervisor to have the right staff (engineer) in place to respond to the call. As for extending the timeout to being set to Not Ready I believe that can be adjusted on the Application Management section under agentTimeout. Again very happy to be corrected as I am still working through scripting and how to make it the most efficient.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Terry<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'><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><b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Terry Oakley</span></b><b><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:#1F497D'><o:p></o:p></span></b></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Telecommunications Coordinator </span><b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33'>| </span></b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Information Technology Services<o:p></o:p></span></p><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Red Deer College </span></b><b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33'>|</span></b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>100 College Blvd. </span><b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33'>|</span></b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33'> </span><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Box 5005 </span><b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33'>| </span></b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Red Deer<b> </b></span><b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33'>|</span></b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33'> </span><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Alberta </span><b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33'>| </span></b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>T4N 5H5<b><o:p></o:p></b></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>work (403) 342-<b>3521 </b></span><b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#33CC33'>| </span></b><b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span></b><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>FAX (403) 343-4034</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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri",sans-serif'>From:</span></b><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri",sans-serif'> cisco-voip [mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>naresh rathore<br><b>Sent:</b> June 19, 2017 1:48 AM<br><b>To:</b> cisco-voip@puck.nether.net<br><b>Subject:</b> [cisco-voip] UCCX script related questions<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><div id=divtagdefaultwrapper><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'>hi All,<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'>i have to configure CRS scripting on UCCX. following is the requirement.<o:p></o:p></span></p></div><div><ol start=1 type=1><li class=MsoNormal style='color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>broadcast ring to level 1 engineer for 60 sec, then call goes to queue and plays the option to exit the queue and leave voicemail.<o:p></o:p></span></li></ol></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'> 2. if exit option is not selected, it will broadcast ring level 2 engineer for 60 sec, then call goes to queue and plays the option to exit the queue and leave voicemail.<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'> 3. if exit option is not selected, it will broadcast ring level 3 engineer for 60 sec, then call goes to queue and plays the option to exit the queue.<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'> 4.if exit option is not selected, it will go through step 1, 2, 3 and then go to voicemail.<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'>I have following queries<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'> 1. after 3 rings, the agent (finesse) because not ready. is it possible to extend the timeout to 60 second. is it possible via "select resource" step?<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'> 2.because i have to go through step 1, 2, and 3. during first round when the state of the group is automatically changed to not ready (if nobody answers), is it possible to change the state automatically to ready after some time.<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'> 3. Should i use resource group or skill based routing<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'> 4. they also will be changing engineers from one level to another. is it possible to assign different skills /change skills of a user using supervisor desktop or limited version of appadmin page?<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'>Thanks all<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'>Regards<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'>Naray<o:p></o:p></span></p></div><p class=MsoNormal><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p></div></div></body></html>