select a call in queue and redirect the call to an external number

[michaelzhq]

Is it possible to select a particular call in queue (for example, the oldest call or the call waiting in queue more than 5 minutes) then redirect the call to an external number?

Thanks,

Michael

[Chris Deren]

Not with manual control.  You could build in a logic into the script to check for certain in queue time threshold and if exceeded redirect the call to defined number.  But if you are looking to manually pick the call from queue and perform the redirect as I know other systems can, this is not doable in neither UCCE nor UCCX.

[michaelzhq]

Thanks Chris.

I am looking for a logic in script. I know how to check the contact waiting time, but how can I select and dequeue a particular call (not overflow the new calls)?

[Chris Deren]

So, you logic would look something like this as remember the logic applies to individual call being treated by this script:

get reporting stats, i..e current wait duration, store as variable intCurrentWait

If intCurrentWait > X

   dequeue call

   redirect call to destination set in variable

else

  continue with queue logic

[michaelzhq]

Perhaps I don't understand it correctly, but does the "dequeue" step dequeues new calls entering the queue or the oldest call waiting in the queue?

[Chris Deren]

It dequeues the call you are processing. remember running scripts is multi-threaded, for each call there is a different thread of script being processed.  The steps in the script apply to the call being processed by current script thread.