Control Time in Queue interrupt messages

[CoDeC]

Hello,

This a recursive topic for me.

Can UCCE interrupt a message if the maximum TimeInQueue defined is reached? (currently we have ucce 10.5 and cvp 11).

or we need continue checking the TimeInQueue between messages?

Regards,

[Rolando Valenzuela]

If the prompt allows to be interrupted I believe it should work. What are you trying to accomplish?

Are you messages that long? What if you count loops instead of time in queue?

Rolando A. Valenzuela.

[CoDeC]

Hi Rolando,

currently we count loops but when you arrive to customer that they had Avaya, they cannot understand that this is not possible in Cisco.

It is a workaround count loops, but if the duration of the message (or music) is provided while the call is queued can be modified each month (p.e. if the messages are promo-messages) we need to adapt the control of the loop and this is annoyed.

I explain you with an example what I try to get:

If there are not agent available, to queue the call and play a messages (or music) and if the call is in queued X seconds to overflow to other team (skillgroup).

thanks and regards,

[Rolando Valenzuela]

Well, if that is the case you will have to check on every step, I haven't play with UCCX scripts for a while and I don't remember if they support a while loop - that will make things easier/faster.

You can also check the script examples cisco provides. (Cisco Unified Contact Center Express Script Repository 9.0(2))

Regards.

Rolando A. Valenzuela

[CoDeC]

Hi,

we use UCCE with CVP.

in the past (with IVR) I put the call on hold (on hold step) with caustion for not to reach the maximun steps/nodes allowed by call.

Regards,