Call Center UCCXD Scripting Question 7.

[dcnetworkengineer11]

I’m running UCCXD version 7.  I’m setting up call center, skill base routing and Queues.  I was curious if it is possible to configure your script for queues and have one telephone number calling in a separate menu option. So basic having 3 menu options one of day, one for night and one for backdoor. I don’t want the one line to go into the queue with the rest of the calls.  I want it to access its own menu. I have created an if statement and a seperate menu with no success. Do you have any example scripts?

[Amer rajai Sha'er]

Hello,

Can you please share the exact scenario you want to use so we can figure it out ? is the routing should be based on time ? or date or number , etc...

Amer

[dcnetworkengineer11]

It's not based on routing or time. I want a user to be able to call this number and not go into the queue at all.  I want it to bypass the queue and go into its own menu. So for example, I have script with queing on all numbers but not this one number.  It goes into a different menu option.

[karthikvish2000]

Probably just create another application with a different trigger. Configure the CUCM to translate the unique number you mentioned to the new Trigger. Create a separate queue for calls to this Trigger. This is a very generic suggestion. I can be more specific if you can provide more details.

[Amer rajai Sha'er]

Hello,

Let me get this straight .

What you are asking is :

you have a script that is available to everyone , what you need is that when a specific user dials this trigger , you want him to be treated in a different way right ?

If this is the case , all what you have to do is to get the calling line ID at the start of the script , create a string variable and set it to the calling line ID , then do a IF node to check the calling line ID variable ,there is two conditions (true or false) if it matches then it will go to the true node so you can set it to whatever you want to do , if it is not then let it go normally.

Amer

[Andrew Skelly]

I agree with Amer.  If you want a specific phone number that is calling in to your script to trigger a different call flow within that script, you need to create variables based upon the originating number.

First, create a string variable and call it something like originatingNumber

Then at the front of your script (before the Accept step), put in a Get Call Contact Info step.  Set the Calling Number with the originatingNumber variable.

After your accept step, put in an If step with a codition of "originatingNumber == #######" (##### being equal to whatever the phone number is you want to trigger your separate menu)

If true, then send the call to the menu you build.  If false, have it go to queue.

[dcnetworkengineer11]

Do you have an example script I can see what you are speaking about?