UCCX 10.6 Script - Can I kick off a script without dialing a trigger

[lleweyiss]

I have a request from my call center to be notified when there is no one logged in to a particular skill for the queueing.

I already have the main queueing script checking and sends an email to the Management when no one is logged into a particular skill, it also sends the call to a CSQ  where everyone has that basic associated skill - kind of a catch all no matter the agents expertise. We really don't like that to occur as it is frustrating for the caller and the agent (wrong skill , transfer them around, etc).

But they want to know that no one is logged in to a particular skill before the customer finds out the hard way as described above.

So far the only way I know to is have an outside company that calls my trigger every minute and I have the steps to check to see if 0 agents are logged in  and then send an email or text if that is true.  

Is there another way to kick off that script on a regular basis without someone or some service calling a trigger ?

[Aaron Harrison]

Hi

Sometimes you find yourself using a cutlery as a screwdriver.... it can work, but you are better off with a screwdriver.

In this case, your screwdriver is a wallboard... no point generating calls to run scripts to check agent status when there is a DB you can query to get the stats. There are free and paid wallboard options out there for you to google..

Aaron

[lleweyiss]

Aaron ,,,, love the analogy ...  I have not used a wallboard before ,,, is there way for it send an email or text if it finds 0 agents logged in?

This will primarily be for the weekends (will be active during the week as well but not necessarily needed) as the supervisors are generally working in an on-call basis ,,,, on the weekends the agents   have to multi-task responsibilities  and they are finding that sometimes they forget to log back in .

If a notification can be sent (as I was going to do with a script) the supervisor does not have to watch the queue all weekend , just get notified if at any point there is no one logged in.

[Aaron Harrison]

Hi

It would depend on the product... but to be honest, writing a small script that would check the DB for availability  in queue X then trigger and SMTP mail would be pretty straightforward. By script, I mean something off-box in powershell/vbscript or whatever you are familiar with.

The idea of a wallboard is that you present the status in a very visible way (large screen, flashing red 0 agents etc) so that the staff can police themselves whether a supervisor is there or not. Make a few staff members team leaders and it becomes their responsibility to prod people when the screen is flashing, and just having the wallboard there generally encourages people to manage their 'ready' state properly.

Aaron

[lleweyiss]

Hi Aaron,

Well the weekend agents mostly work from home so the wallboard is not going to work for this particular scenario.

I don't have experience with powershell/vbscript  but I guess I can try and find someone who might  build something and see if text message is an option in that script.  

To be honest I wanted something I could manage via the uccx  scripts.  I was hoping for another way to kick off the script other than someone /something dialing a trigger number.  So can you tell me if there is another way to kick off a script?

Thanks for your time, it's greatly appreciated !

[seanvaid]

You could technically have a smaller second script that loops through a check agents logged in. 

Then all you have to do is set it up to run periodically so that it can reset, because technically there is always a maximum limit to the amount of steps a script can run. 

So you could have the second script check the time, and at a certain point, if it reaches that time, it should go to end step. That time should coincide with the primary script which should already be checking the time, and at certain points it should trigger the second application. 

[lleweyiss]

hi Sean,

Thanks for that alternative , I will try and work through something like this. As it seems the closest I will get and wont have to have a gazillion calls to a trigger to keep checking the agents are logged in or not .

Probably be a bit before I can set aside some time to sit  an noodle this out, but once I do , I will update here ,, thanks again!!