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Queue to VM for two separate Queue loop

byronmcneil
Level 1
Level 1

Hello All

I'm still new to Scripting in CCX and I have an issue with figuring out how to route a call to VM from two separate  Queue Loops - CSQ1 go's to agents and CSQ2 goes to another group of agents on menu option 1 -2 - It goes to the VM no issues but where I have the menu and redirect will it take the caller back to their perspective queues ??

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I'm not going to fix your script for you but I annotated your screenshot; I'm not sure how to make it clearer than that. The Menu step and its children belong within both Queued branches. The Dequeue step is in the correct place: before a step that will cause the contact to leave the Queued branch, in this case Call Redirect.

PS- You're not cleanly ending the script with an End step after it successfully transfers the call to an agent. Without the End step the script will "fall through" to the next step to execute and likely crash, throwing a bunch of exceptions in the logs that will obscure real problems during future troubleshooting efforts. For example, attempting to Terminate the call (i.e. hang up) after the contact is no longer active in the script (e.g. they have hung up/abandoned (use On Exception Goto to watch and catch this), an agent has taken the call, or your have used Call Redirect) will fail, the script will crash, and a bunch of noise will be written to the logs. I suggest looking into the UCCXD and, more importantly, UCCXA classes with a Cisco Learning partner.

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byronmcneil
Level 1
Level 1

Well I Never ! ,, Hey man you are deffently THE MAN, This is working as designed and I really thank you for the detail understanding of nested Select Resource and Queues. I knew I left out the End, although did not know its place was incorrect.

I was also able to match the audio to existing 

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19 Replies 19

AFAIK there is no option to get the call back to the script logic once you have passed it to the voicemail system. Voicemail is often used as a last resort when there is no answer from any agent. Maybe if you describe the use case you have so that we can better understand and help you out with what you’re looking to achieve?



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Well it would be from the Menu option 2 return to hold. 

The call does go to VM after the queue loop then hits the menu to opt out to VM or remain in Queue

This is what I am trying to acheive 

Sorry Correction it has no problem with redirect to VM, Just need it to hit the menu and have option 2 return to Queue 

Per your shared picture if the call goes to VM it seems like it would hit the menu you’re referring to, or am I missing something?



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Correct it does hit the menu and option 1 goes to VM like we want, Its the option 2 to return the caller to queue they came from is what I am trying to acheive.

As @Roger Kallberg mentioned if you place the call to VM, you cant take it back. Form Vm you could be able to send the call back to Queue. But not as what you are trying to do.



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As you have two queues that you want one menu step to send back to either of the queues you’ll need to be a little creative in the menu step 2. For example if you set a variable as the call breaks out of the queue part with queue name and then use an if or switch step to check the value of that variable then you can use that as a steer value for what queue to send the call to with different go to steps depending on the outcome of the if or switch check.



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Jonathan Schulenberg
Hall of Fame
Hall of Fame

The entire “Send to VM” logic block must be within the Queued branch of the Select Resource step - where your Goto step currently is. Also, you must use a Dequeue step before leaving the Queued branch or you’ll have phantom calls stuck in queue. In this instance the Dequeue step should immediately proceed the Call Redirect step. Option two in that menu then just falls back into your queued loop.

Ok I moved it to the queue branch, this needs to be tested 

CaptureSample02.PNG

Again, you cannot leave the Queued branch of a given Select Resource step without dequeueing the call from that CSQ first. Since you have nested Select Resource steps you'll need to add the logic block twice, once per-Queued branch. Also, you neglected to add the Dequeue step before Call Redirect.

Im sorry this information is not clear to me, You ae thinking I can follow exactally what's stated here. Add What Logic Block (the entire Send to VM0 ? the select resource step there two need to know where the Dequeuing goes exactally. Need to know where the Logic Block Go exactally ?

byronmcneil
Level 1
Level 1

I ran a test on the previous script prior to the move of Send to VM block, So where it was the call did prompt to select the option 1 for Voice Mail and 2 to remain in queue-- the call cycled twice on the Queue loop then someone picked up in the Queue I initally selected calling in. so it sort of worked. I wanted to be clear where to insert the Dequeue - I selected All CSQ's 

I am eager to see if this would work now 

You have still not done this “Since you have nested Select Resource steps you'll need to add the logic block twice, once per-Queued branch.” that @Jonathan Schulenberg wrote. What he is saying is that you need to have the menu part that you call send to VM under each of the queue branches.



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