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ICD dequeue step

ldemanet
Beginner
Beginner

Hello,

ICD dequeue step definition is "Removes a call from one specific Contact Service Queue or all CSQs"

I'm not sure to fully understand the "removes a call" terms. What happens with the call? Is it terminated, does it follow the rest of the script (after the "Queued" branch), is this just a decrement of the "calls in queue" counter? Should this step be used before a redirected or a goto step?

Many thanks for your help!

3 Replies 3

venkasub
Enthusiast
Enthusiast

Hi,

The main purpose of dequeue step is to remove the call from a specific CSQ (queue) or from all queues. If you use the dequeue step, the contact/call will not terminate, it will continue with the rest of the script.

There is a DDTS in this area - CSCdy66959 - Calls dequeued from CSQ do not get tracked properly. The same will be fixed in 4.0

The following is from the DDTS Release-notes

Symptom:

Historical Reporting shows a call as abandoned when it is redirected after being dequeued from a CSQ.

Condition:

This happens even when there is a Set Contact Info step that marks the contact as handled in the successful branch of the Redirect step.

Workaround:

Refer to the Real Time Reporting Stats which will correctly reflect the contacts as Dequeued.

You can view the Bug Id using the Bug tool

http://www.cisco.com/cgi-in/Support/Bugtool/home.pl.

Hope it helps.

Regards

Venkat

yogeswar
Enthusiast
Enthusiast

Hi,

Consider the following script

-->Start

...

-->Label_SelectResource :

-->Select Resource(CSQ1)

----->Connected

-------->Goto Label2

----->Queued

-------->Conditional If Statement

------------>True

---------------->Dequeue(CSQ1)

---------------->Goto Label1

------------>False

---------------->Goto Label_SelectResource

-------->Label1:

-------->CallRedirect

-------->Label2:

-------->End

1. In the above piece of code, the script tries to select resource from CSQ1.

2. If there are no resources in CSQ1, call branches to the queued branch of "Select Resource".

3. Under the "Queued" branch, there is a conditional If statement. E.g This IF statement can check for number of agents logged in using "Get Reporting Statistic" step.

4. Specific treatment is given to the call based on the conditional output.

5. The specific treatment includes either one of the two

a. Place the call back to the Queue (False" branch of "IF statement)

b. Remove the call from the Queue ("True" branch of IF statement)

In this case, the call contact is removed from the CSQ1 meaning the call is no more in CSQ1. Even if the agent in CSQ1 becomes available, the call will not be routed to that agent after dequeuing the call from CSQ1. The call is not terminated and it follows the rest of the script.

Hope the explanation clears your doubt. Let me know if you need more.

Regards

Yogi

Thank you very much for your answers, this is now clearer!

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