IPCC Express, option for the appellants out of the queue and leave a message.

We are running 4.0 (5) IPCC Express improved. I need to configure our current ICD script so that when the appellants are held in the queue, they can press 0, out of the queue and leave a voice message. The ICD script we use is an exact copy of the script icd.aef by default on the system, it has just been copied and renamed. My question is, what are the steps I need to use the script to enable this feature?

Two options. Option 1: Use the IPCC completely to save messages and manage messages as you seem to did so. Option 2: Transfer the caller to your voicemail number pilot and use your voice mail system to record the message.

Steps to Option 1:

1 early on in the script, use the step to read the Contact information call to capture the called number and save it as a variable.

2. use the step to get a string to allow the caller to press 0 to leave a message. On the Filter tab, allow only the key 0 be hurry.

3. in the leg successful step to get a string of digits, add the following steps.

a. contact Dequeue step.

b. reading quick step that contains a prompt that asks the caller to record a message after the tone.

c. step recording, which records the message saved in a Variable of type "Invite".

d. use the Terminate step to end communication with the appellant (you can add a quick step before that game if you want to tell the caller that the message has been saved).

e. at this point, you can either use writing document step to record voice messages in a folder on the server of the IPCC, or you can use a series of other steps to place a call to the queue and play the message the following agent that meets, or you can attach it to an email and send it it make the address email of your choice (or a combination).

I have this HUGE warning. I had several problems with what I've been able to overcome, but it requires a bit of diligence.

-L' registration step requires a termination character (# or *). If the caller hangs just straight up, the script returns an exception and drop dead. You can manage the 'contactinactiveexception' using a step on the Exception and have it go to a label that you can put it as the first step under the leg successful registration step. In this way, if the user hangs up, the script handles the exception by going directly to the successful step. You can clear the exception just after that.

-You will also want to handle this exception before Terminate step. If the caller hangs up and you try to put an end to this contact when he is no longer active, the script will always die, and the remaining steps will not run.

We use the option to place a call in the queue. In itself, this requires a lot of thinking to make sure that the script is not die when an exception occurs. I ended up putting some exceptions in place where if there is a problem and that the recorded message never makes it to an agent, a log file is stored on the server as well as messages stored in a .wav file. Then, an email is sent to the contractor with these attachments also.

Thus, it is as effective as make you it. Try to keep things simple at first, and then build on that to improve the experience of the appellants.

Steps for Option 2:

1. use the step to get a string to allow the caller to press 0 to leave a message. On the Filter tab, allow only the key 0 be hurry.

2. in the leg successful step to get a string of digits, add the following steps.

a. contact Dequeue step.

b. call no redirection to the number voicemail pilot.

I have not used this option, so I can't say with certainty how Callmanager will handle this call. The voicemail system will need to see the call as transmitted from a number that has a voice mail on the system account. If this does not work, you can use a dummy CTI Port with a fake extension that is configured to transfer to voicemail, then the voicemail box must be associated with the wrong extension. If you use Cisco Unity, you will also be able to use a routing rule to force the IPCC calls to a particular mailbox. Call the Viewer from the unity tools depot allows you to see the way in which the appeal is made to the unit.

I hope that helps you and that it is not too verbose.

Tags: Cisco Support

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