IPCC Express 3.1(2) Queues Treatment

[jmujica]

Hi.

Probably a silly question but I need to put a call on queue for 10 minutes and if in 10 minutes there is no agent available in that particular queue then I need to look for another group of agent in other queue but just after the 10 minutes mark. Is that possible? and if so how?

Thanks in advanced,

-Jose

[rmunirat]

Hi ,

It is possible ,

I have outlined a flow for the same .....

Hope it helps

---------------------------------------

This routing concept involves two steps :

1. Check for contacts wating time in a particular CSQ :

Step : Get Reporting Step

set the Get Reporting step properties as follows Report object : CSQ ICD Field : Curent Wait duration Row Identifier : String variable that holds the value of CSQ Statistic Variable : Integer variable that holds the resultant value of Contact Waiting in queue(Say waittime).

2. Script flow for checking Waiting duration and causing overflow to second CSQ :

Label1:

---->Select Resource(CSQ1)

------------>Connected

------------>Queued

--------------------->Get Reporting Statistic(Current wait durationin

--------------------->CSQ ICD CSQ1) If(waitime >= assignedtime)then

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

-------------------------------->Select Resource(CSQ2)

-------------------------------------->Connected

-------------------------------------->Queued

------------------------------------------->Queue Treatment steps

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

----------------------> Go to Label1

Note :

assignedime is an integer variable that holds the overflow value(user definable-wait time(delay)).

----------------------------------------------------

Regards,

M.Ramkumar

[Aaron Harrison]

Hi

I'm fairly new to IPCC, but understand the basic scripting techniques and what you're suggesting above..

What I'm not clear on is where you get some values - for example the get reporting step you list above.

For example the ICD Field: value, and the Row Identifier:

Is there any good documentation that lists what information is available through this step?

Aaron

[rmunirat]

Hi ,

I have added the web documentaion link for the editor step reference guide, you can also use the online help available with the IPCC script editor .

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/step_ref/gen.htm

Hope it helps ,

Regards,

M.Ramkumar

[jmujica]

Hi Ramkumar.

Thanks for your quick response. I have a question.. that waittime that you extract from the Get Reporting Statistic step is the waittime of the current call? what about if there are more than one call in queue?

Thanks,

-Jose

[rmunirat]

Jose ,

Following is the explanation for the waitime

"The system bases the expected wait time calculation on the number of agents in reserved, talking, and work states for this CSQ, the call's position in the queue, and the average call duration for this CSQ. Average call duration of a CSQ is the average time agents spend in Reserved, Talking, and Work states while handling a call from this CSQ. "

Hope it helps !

Regards,

M.Ramkumar

[pwhite]

I have a followup question to this.

When, if ever, is this statistic reset? Is it reset each night? I would think that it would be more valuable to know the average wait duration for calls on a particular day rather than over a long period of time.

Thanks,

Peter

[rmunirat]

Hi , I have put below a logic and illustrated the same as an example to do so , Tis should help

Regards,

Ramkumar

"

E.g : Route calls based on Contacts waiting time in particular CSQ.

The same can be configured in IPCC Express script as follows

1. Check for contacts wating time in a particular CSQ :

Step : Get Reporting Step

set the Get Reporting step properties as follows Report object : CSQ ICD

Field : Curent Wait duration

Row Identifier : String variable that holds the value of CSQ

Statistic Variable : Integer variable that holds the resultant value of

Contact Waiting in queue(Say waittime).

2. Script flow for checking Waiting duration and causing overflow to second CSQ :

Label1:

---->Select Resource(CSQ1)

------------>Connected

------------>Queued

--------------------->Get Reporting Statistic(Current wait durationin CSQ

ICD CSQ1)

--------------------->If(waitime >= assignedtime)then

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

-------------------------------->Select Resource(CSQ2)

-------------------------------------->Connected

-------------------------------------->Queued

------------------------------------------->Queue Treatment steps

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

----------------------> Go to Label1

Note :

Variable " assignedtime " (integer datatype) as paramater attribute which holds the maximum queue time for contact to stay in CSQ1 before calls gets routed to CSQ2