Call Redirect with Dequeue step

[kevinigvr]

Good Morning All,

I have a few questions regarding call redirect vs calling a script directly via subflow..

Are there general guidelines of when you should use one method versus another?

I have a menu option in Script A that when chosen by a user, will send them to Script B....so i decided to use a Call Redirect step and point the redirect at the application trigger for Script B.

Is this the correct method I should use in this scenario? Also do i Need to use the dequeue step before my call redirect step so that it gets dequeued from Script A, before entering the application for Script B?

Any help or advice is appreciated.

Thanks,

Kevin

[Chris Deren · Accepted solution]

Kevin,

The issue with redirect is you are basically generating a new call, which if reporting is important can double the number of calls offered to the call center, it also requires some additional overhead as the call needs to be sent back to CUCM and then back to UCCX.  I would suggest using subflow routing if option.  The caveat with using subflow is that reactive debugging does not work for it, so if you want to troubleshoot a script via this method you are out of lock.

HTH,

Chris

[Anthony Holloway]

Nice reply Chris.  Spot on with the overhead and doubling up on call detail records.

Another consideration when using Call Subflow is that you share the 1000 step maximum.  If you do the Call Redirects, you get a new 1000 steps with each redirect.

There is another method for kicking off scripts, and that's the Trigger Application step.  You get a new 1000 steps, it doesn't cause a new call to occur, and you can reactive debug it.  It's the best of both worlds.  Albeit it's not commonly used and has its own set of pros and cons.

Anthony Holloway

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[kevinigvr]

Thanks for the information.

So when i use the subflow step instead, i should still have to use the dequeue step right before ? I just want the reporting to reflect accurately as possible... If i don't dequeue it from the original CSQ before calling the subflow step, won't that still result in double counting between the 2 CSQs?

In reference to Anthony's response -- I don't think the 1000 step max will come into play for this particular scenario. I read briefly on the Trigger Application step, but i don't see any cons with it as compared to subflow step.

Whichever method I end up choosing, I just want to avoid causing inaccurate numbers in reporting. So will assume i need to use a dequeue step with every option.

Thanks,

Kevin

[Anthony Holloway]

It's a little hard to visualize your exact scripting scenario, but you have a valid concern over reporting and should test each option in a "lab" before finalizing your solution.

One thing to note is, if you queue a contact, and then Redirect them, the system will auto-dequeue them and mark the call as abandoned.  You can explicitly use the Dequeue step, but it's unnecessary.  You can also get the reporting to show handled by using the Set Contact Info step, but then the CSQ metric will actually be Handled By Other.

Anthony Holloway

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[yahsiel2004]

Cisco's recommendation is to use a subflow instead of a redirect. Please reference link below:

http://www.google.com/url?sa=t&source=web&cd=1&ved=0CCEQFjAA&url=http%3A%2F%2Fwww.cisco.com%2Fen%2FUS%2Fdocs%2Fvoice_ip_comm%2Fcust_contact%2Fcontact_center%2Fcrs%2Fexpress_8_5%2Fuser%2Fguide%2Fuccx851_step_ref.pdf&ei=BFIeUc-ZIZLO8wSI5IGYDw&usg=AFQjC...

Regards,

Yosh