IPCC Express scripts custom Variable

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• IPCC Express scripts minor Help Needed

  Hi Pros,

  The script that I created is attached. I have 3 groups of resources. Each assigned to a CSQ (so 3 CSQs too). Now, I need to configure the script such as whether agents CSQ 2 and 3 (nonapplications & material) are busy while the appellants are held in the queue, but if the agents are connected to or not is not ready so call should be redirected to CSQ 1 (applications). I don't really know if this is possible and how to configure it. Any help will be most appreciated.

  Pratik

  The attached script earlier is in 3.5.2 version. In the case where you cannot not open, attached is a screenshot of the same thing.

  Please rate of messages

• IPCC Express estimated the waiting time in the queue

  I have an ipcc express 4.0 and my client wants the number of callers to hear a prompt indicating the estimated waiting time in the queue.

  Is this possible with this solution? Maybe to deal with scripts.

  Any idea?

  Jose

  Jose,

  You can do the process you like through the IPCC Express Scripts.

  You must use the "Get Reporting" statistical step under 'IPCC Express' in the script editor and choose the statistics that you want, in your case, you have to select 'Report object'-> 'CSQ IPCC Express' and afte, select 'Area'-> "Expected wait time", store that value in a variable to create as a guest to read the value.

  Hope this helps,

  Juan Luis

• IPCC Express Dial by script name

  Hello

  I'm looking for a sample script of how configure dialing by name on IPCC Express 5.

  Note that we do not use any product unit, everything must be done using the IPCC scripts.

  Thanks,

  Chuck

  Chuck,

  Its enough big and intervined if I were you I will not remove all the variables or change things.

  Use and just use labels go to this place desired direct. I got it as I wanted after several tests.

  Thank you

  Barnes.

• IPCC Express - step of reading DB with variables

  Hello

  With the help of the IPCC Express 4.0.5. I have a DB reading step that takes call coverage of CallManager information on specific extensions. "Selection field" tab I have:

  In this case, he pulls the info for extension 66960 successfully. What I really want, is to replace '66960' with a variable that gets defined earlier in the script.

  Does anyone have experience with this? I can create a variable of string called 'test '. However, if I can replace "66960" $test I get an "undefined SQL statement variable: test" error message.

  Any help appreciated.

  Thanks - Rob.

  You can control if you have a return transport after that the variable 'test' in the db read step. If so, removing the same will save the step with the variable in the query without any error message.

• 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.

• CRA and IPCC Express

  Hello

  ARC is required for the deployment of the IPCC Express Premium? In the demo flash, Application Administration, customer response was used to display the reports of the IPCC Express in real time. Is there another way to display these reports, if the CRA is not installed?

  Thanks in advance.

  Mike

  Mike,

  The CRA is an engine which includes IP/IVR and IPCC Express, the queue manager. Depends on your license, you can run one of these products.

  So, you have the CRA administration web page. You can access the reports in real time through the supervisor page: http:///AppSupervisor. You add a user to the CRA with supervisor privileges in order to get the page of supervisor.

  Hope this helps,

  Juan Luis

• Design CRS in IPCC Express 3.5 question (3)

  We'll go to implement 5 lines (saying 1111, 2222, 3333, 4444, 5555) using IPCC Express 3.5 (3). However, we only put all these 5 direct line numbers calls in the same CSQ. And we will define different priorities to these 5 numbers from direct line such as all calls be answered firstly with 1111. How to implement this scenario? Thank you very much.

  (1) triggers have nothing to do with CSQs, triggers, it is allowing CallManager transfer a call to CRS, you can have as much as you want pointing to the same scripts

  (2) you can create 5 separate scripts if you want, I think that it is easier in a script.

  I have attached the script for you, any questions?

• IPCC Express Premium supports stored procedure calls

  IPCC expresses premium version support database features get information from databases odbc by calling stored procedures? The customer does not want that all custom sql queries with access, we are only allowed to use existing stored procedures.

  Yes, there is a post in March that describes what you need to do. I am currently using stored procedures with a SQL DB client and it works very well. I don't have to add custom tables that correspond to the stored procedure output well.

  http://forums.Cisco.com/eForum/servlet/NetProf?page=NetProf&type=EmailAFriend&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1ddd8f26%2F2#selected_message

  Mike

• Wrap the stopwatch for IPCC Express

  I've seen a number of conversations about the film the timers being availible in IPCC Express 4.0 so that you can put a delay after an agent ends a call before taking another.

  I've not seen this in the documentation. Is this availible and if yes, how do you implement it?

  Thanks for your comments.

  Its configured in the section Contact Service queue. See the attached picture.

  Please evaluate the useful messages.

  adignan - berbee

• IPCC Express 3.5 licenses

  IPCC Express 3.5 Enhanced version includes the reocording and control of license. or should it be ordered to seperetly? I belive it comes with Enhanced and Premium, but I assure you.

  Chris

  To answer your question, Yes.

  Tons of good info and presentations here if you want as well:

  http://Tools.Cisco.com/CMN/JSP/index.jsp?id=30526

  Andy dignan - berbee

• Codec on IPCC Express problem

  Hi Pros,

  I have an improved Setup IPCC Express 4.0. Now, I had chosen G.711 as codec for IVR prompts during the CRS installation. Is there a way I can change the type of codec G.729 without reinstalling CRS. And also, can I use transcoding services if my correspondent uses G.729 & IPCC Express uses G.711 as IVR calls.

  Kind regards

  Pratik

  You'll need to re - run the installer to change to G.729.

  Yes, you can use the transcoders for transcoding between codecs.

  The rate of post useful!

  Chris

• Third of the reporting tools for IPCC Express?

  Someone has some good suggestions for reporting for IPCC Express tools with tool included historical reports? I need to provide more robust outbound reports, and most of the historical relationship is centered on incoming calls. So I was wondering if there are some 3rd part there tools that offer better reporting box. We could develop our own with the Crystal, but I'm looking for something more 'out of the box. Thank you!

  Hey Jon,

  This seems to be a very common question on this Forum.The only thread I could find which does not reference Crystal Reports has been that of December last year that speaks of a product of prognosis.

  http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=IP%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1dda04fd/0#selected_message

  I do not use this product, but thought this might help you in your search. Perhaps could you follow up with Wei and see where it leads you.

  Take care!

  SoC

• IPCC Express ver 3.5.3 OS Version?

  I have a client who is re-installation of their software of IPCC on a newer server. Can they install OS worm 2000.2.7 more service packs first, or what I need to install a version (2000.2.5) earlier, install IPCC Express 3.5.3 and then upgrade the operating system?

  Thank you

  Dave

  Hello

  You must install OS 2.7 more service packs first and then proceed with IPCC Express 3.5.3 installation.

  Also see the matrix of compatblity for OS versions supported for Ipcc Express.

  http://www.Cisco.com/univercd/CC/TD/doc/product/voice/sw_ap_to/crscomtx.PDF

  Concerning

  Srikanth

• IPCC Express 4.0 (4) SR01 installation problem

  Hello

  I tried to install the SR01 for 4.0 (4) IPCC Express using BARS, and in the fourth step of the Restore Wizard, when I run the tool to update CRS, a popup asks me to locate the patch file. Once I located the SR .tar file, an error message prompts the system fails to copy the contents of the .tar file.

  The BAR is installed in the same machine that CRS, is the cause of this problem?

  Make sure that there are no spaces in the path to your directory i.e. c:\patch update. Make the path to the c:\patchupdate square.

  There are NO spaces in the path.