Check agent status UCCX

[Steve W]

Good morning,

I would like to find a way, so that when the call comes in, it will check for a spefic Agent's status.

If the agent's status is available I would like to send it to the CSQ by using Select Resource.

If the agent is Not Ready or logged off, I would like to do a call redirect.

I know I need to us the IF statement, but I am unsure of the variables I need as well as the specific condition.

Any ideas would be great.

Thank you,

Steve

[William Bell · Accepted solution]

Steve,

Variables:

You will want a variable of type "string" and another one of type "user". The string variable is used to hold onto agent state (e.g. strAgentState). The user variable is used to hold a user object. If you are basing this on the Simple Queuing (i.e. default ICD) script then you will see a temp user var named "SRS_TempResourceSelectedVar2" (type User).

Steps:

Before you send the call to any queue function in your script, you will want to do the following:

strAgentState = Get Reporting Statistic (State [""] from Resource IPCC Express)

Once you get the agent state, then you can do the following:

if (strAgentState == "Ready")

:true

          SRS_TempResourceSelectedVar2 = Get User ()

               Success:

                    Select Resource (SRS_TempResourceSelectedVar2)

                         Connected: /* at this point the contact has been routed to the agent

                                   Go To

                         Failed:

               Unsuccessful:

:false

So, the key points:

1. Have a string var to hold the agent state

2. Use ACD> Get Report Stats step to grab agent state from Resource IPCC

3. Evaluate agent state

4. Use Get User to grab the agent object based on user ID. Store in user variable

5. Use ACD>Select step to connect the contact to the agent

HTH

-Bill (@ucguerrilla)

[Steve W]

Hi William,

It took me a few tries, but I was able to this working.

Thank you for your help!