Press "" to exit at any time

[greglowe1329]

Hey All,

Just a quick one i'm hoping. I'm trying to develop a script that places callers into the Queued branch for the CSQ Select Resource step but will give an option exit the Queue if * is pushed at any time. My question is how would i go about doing this? would i use the menu option with no timeout? or is there an easy option i've just overlooked?

Any help would be greatly appreciated!

On another note is there a Cisco CCX community where we are able to share there scripts and ideas for CCX or am i already in it?

Thanks Everyone!

[Marwan ALshawi]

If u are playing a music or recording u can use the get digit step and make intruptable also make the music file or prompt long enough once the caller press * send the call to the end for example

HTH

If helpful rate

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[david.macias · Accepted solution]

Personally, I drop the press * at any time and play a menu every X minutes to allow them to exit the queue.  While it might seem more convenient to allow them to press * at any time, the added 1-2 minutes should not see as that much more taxing on the caller.

david

[geoff]

What does the exit do? Leave a voice mail?

I hate the "press x at any time" idea. I use David's method. My problems with the concept are 1. it's old school and 2. you have to say up front "all agents ar busy yadda yadda. You can press 1 at any time during this prompt or during the queue music to leave a voice mail" and then hope they remember. It's clunky.

Regards,

Geoff

[Jonathan Schulenberg]

David and Geoff have valid design points as usual. Just to answer the question as-asked: You can set the Clear DTMF Buffer attribute on your Menu or Get Digit String step to False. Once you place the caller on hold, you can use the Play Prompt step with a value of DP[x * 1000] where x is the number of seconds you want them to remain on hold. DP stands for Delay Prompt and the Play Prompt step allow Barge In (i.e. caller presses digit), unlike the Delay step. Since CCX requires out-of-band DTMF reception the CTI Port is still capable of receiving DTMF digits when the caller is on hold.

[greglowe1329]

Thanks guys for your responses. Definitely gave me some other options there for what I was looking for.

At the risk on the script being too "old school" (thx Geoff) I decided to drop the whole exit at any time options and just loop the Menu every X minutes.

Thanks all once again!