UCCX 12.5 exit from QUIED in select Resource

[Genadi]

Hi to everyone,

When the call is queued i am checking the calendar and in a case if this is not business hours i use goto step which actually is out of select resource logic BUT if agent becomes avaliable the call is switched to connected step.. I want to exit from Queued state and if agent becomes avaliable the call should not go to connected 

[Elliot Dierksen · Accepted solution]

Do you check business hours before you do a 'select resource'? If not, that would be my suggestion. The next question is from a business perspective. Do you drop callers if they are in queue when the business closes? That is a less than ideal caller experience in my opinion. If you want to do that from the queued branch, you should use a 'Dequeue' step to do that.

[Genadi]

Hello and thanks for reply,

My script is much more complex. I just tried to explain the actual step were i have problem. Anyway calendar step should be in queued part of select resource step. So dequeue worked for me and now i was able to go to another part of script. Thansk for your answer.

[david.macias]

I know you said your script is much more complex, but what you’ve described so far does not sound like best practice. Why don’t you check staffing to see if anyone is currently available and if so, then queue the call. If not, then do the dequeue steps you’re doing now. Ultimately, queuing/dequeuing so quickly will mess with your reporting.

david