Redirect if number of agents is 0

[DRAGI RADOVANOVIC]

Hi!

I've been searching the contact center forum for 2 days now, trying to find a hint on how to do this: I have one of those icd.aef scripts, which is working fine for what my customer wants. The problem I am having is that their agents (3 of them) don't bother logging in and out of the system too much, so the callers get stuck in the queue for a while. I would like to avoid this by adding a variable in the script that would send the caller either to a voicemail box or to a pilot point on the ccm that would ring all 3 extensions at the same time to wake them up.

Unforunately, I am not on scripring. I know that I have to use the "if" command (it's been many, many years since I last played with if-then combinations), but the part where I should add variables is confusing to me.

I hope some might help me with this.

Regards,

Dragi

[jotiso]

Hello,

There are example scripts in the sample repository:

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html

The check stats scripts show how to check reporting statistics and take action.

HTH

[pralex]

Hi,

Also refer to the Editor Step reference Guide for more details on scripting..

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/step.pdf

Regards

Prasanth

[DRAGI RADOVANOVIC]

Thanks for your reponses, guys.

I guess the biggest issue here is to create a variable "agentsAvailable" or something similar. The question is, Where does the script go to check that variable, before it can make a decision what to do in the next step? It's just like the scripting with the CUE editor when the script is supposed to check the business hours. I know where this variable is, and I can modify the script accordingly. With "agentAvailable" (or any other name), I don't know what needs to be checked. I guess these questions sound pretty newbie-like, but I can't help it.

Thanks again,

Dragi

[Chris Deren]

Another good doc is the developer's guide, it's for version 3.0 but not much has changed in current version:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/admn_app/develop/index.htm

Also, some other docs to get you started:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/index.htm

Chris

[DRAGI RADOVANOVIC]

Thanks, guys.

I was actually able to find the right response:

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=IP%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1dd82b67

The key I was looking for was in "Get Reporting Statistics" / "Logged-In Resources".

I know now where to fish.

Thanks again,

Dragi