CCX 8.5: How to say officer is on call-out.
Scenario:
Only one agent is connected and is on an outgoing call, made from the line of the IPCC (phone only has a single line) while the system is considered not ready (code 32762).
The customer wants calls queued in this case, but no queue calls if the agent is not ready for other reasons (such as RNA, or lunch).
In a conventional script, I can see how many officers is connected, talking, ready, not ready, etc. I don't see much reason for agents code isn't ready. I beileve the database record is written after the changes to the State, so I don't think I could query the database for that to be.
Any thoughts on how I could know this so I can queue these calls?
Thank you
John
John,
As you discovered, reason codes are not exposed to script UCCX engine. If you absolutely must check the reason codes that you have two options I can think:
1 query the informix database for the code
2. check a CTI server for information
Option 1 has the disadvantage of know you the agent to query, in addition the informix database isn't 100% up-to-date and it is quite possible that the data is not written in a period of time for your reasonable request.
The second option is the best option, ITC exposes real-time events that can be captured and analyzed, including the reason codes and data wrapup. Unfortunately, access to the service of the CTI is not a trivial task if you start from scratch. There are only a few third party providers (including me) who have CTI applications, built for the UCCX and can provide the information.
Your needs, you can consider finding an alternative solution if option 1 does not work. Option 2 requires an investment that may be difficult to justify for that matter.
If CTI is the only way to get your needs feel free to reach out to myself to discuss further.
HTH
Ezell Tanner
www.ctilogic.com
Tags: Cisco Support
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