06-17-2016 03:03 AM - edited 03-14-2019 04:14 PM
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,
06-17-2016 06:56 AM
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.
06-20-2016 02:27 PM
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,
06-21-2016 11:19 AM
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
06-21-2016 01:16 PM
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,
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