Dequeue and Select Resource strange behavior

[Maic Naatz]

Hello,

i am using UCCX 8.5.1 SU3 in a lab environment to develope customer scripts. One task is to queue calls and observe the wait duration. In case of reaching a treshold of some seconds i am going to forward the call via Place Call Step. If this fails, going back to queue. After a random cycles (up to 40) the following occurs:

• Get Reporting Statistics value of Wait Duration is -1
• Display of IPPA shows 0 calls in queue
• Get reporting Statsistics value of Calls in Queue also 0
• But, if i make an agent available, he rings
• once occured, the values never going back to usable values

To make is easier to reproduce, i typed a simple script with this behavior. Available to download (Script2.aef). Maybe someone can check it on his system?

I am interested in answers to decide, is this a bug or a feature. Also welcome are solutions to make it ready to use :-)

[Aaron Harrison]

Hi

You have an odd problem, but you have done a few odd things that I would not do.

For example:

- You don't have any alternate behaviour under the failed/connected substeps of the Select Resource step. You may as well set 'Connect' to 'yes', then you don't need the connect step under the select.

- Typically in the queued branch you would loop round by having a label (e.g. your queueLoop label) at the start of the 'Queued' branch. You can then have your prompt/delay/get wait duration/delay/etc and then send back to that loop.

- There's no point dequeuing a call, then reqeueing it. This will probably mess up your reports. You don't need to dequeue, just loop it round until it is answered or you decided to do something else with it.

- You say you want to 'Forward teh call using a Place Call step'. There are no such steps in your screen grab? Also, if you want to forward a call, you would use a Call Redirect if you are confident it will be answered (basically a blind transfer, so if you are sending to something capable of multiple calls such as voicemail, or a hunt group) or a Call Consult Transfer.

Regards

Aaron