09-15-2011 01:23 AM - edited 03-14-2019 08:33 AM
Hi all,
We have a UCCX 5.0 cluster running (with CUCM). Currently the number of inbound calls increased quickly in peak time but we don't have budget to get more agents. Our manager doesnot want to miss the calls, so he asked us if there was a way to notify supervisor/agents if there were missed calls (abandoned calls in UCCX). I don't know if it is possible and if it is how to do it.
Anyone knows about this pls help.
Rgds,
hoanghiep.
Solved! Go to Solution.
09-15-2011 05:39 AM
If you are running STD or ENH licensing, then you can call an external URL, which can then trigger the notification.
Set http_response = URL["http://internal_web_server/UCCX/abandon?caller_id=" + calling_number]
In that example, your web server would process the GET request, and send an email containing the caller ID.
For PRE licensing, you could do the same, or you could have UCCX send the email itself. You would configure an SMTP host under Subsystems > Email, and then you the Create Email, and Send Email steps in the script.
The key to either solution is to make use of the ContactInactiveException.
Pseudo Code:
Start
Accept
...play greeting and menus here...
Select Resource
Connected
End
Queued
On Exception ContactInactiveException Goto CIE
Label QueueLoop
...play queue messages here...
Goto QueueLoop
Label CIE
Clear Exception ContactInactiveException
Set http_response = URL["http://internal_web_server/UCCX/abandon?caller_id=" + calling_number]
End
Sent from Cisco Technical Support iPhone App
09-15-2011 05:39 AM
If you are running STD or ENH licensing, then you can call an external URL, which can then trigger the notification.
Set http_response = URL["http://internal_web_server/UCCX/abandon?caller_id=" + calling_number]
In that example, your web server would process the GET request, and send an email containing the caller ID.
For PRE licensing, you could do the same, or you could have UCCX send the email itself. You would configure an SMTP host under Subsystems > Email, and then you the Create Email, and Send Email steps in the script.
The key to either solution is to make use of the ContactInactiveException.
Pseudo Code:
Start
Accept
...play greeting and menus here...
Select Resource
Connected
End
Queued
On Exception ContactInactiveException Goto CIE
Label QueueLoop
...play queue messages here...
Goto QueueLoop
Label CIE
Clear Exception ContactInactiveException
Set http_response = URL["http://internal_web_server/UCCX/abandon?caller_id=" + calling_number]
End
Sent from Cisco Technical Support iPhone App
09-15-2011 08:53 AM
Hi
Not to disagree with Anthony's suggestion (which as always is a good and valid one ) I would suggest that if a 'real time alert' type of function isn't strictly required, they might simply run the 'Abandoned Calls' report after lunch. It can be scheduled if needed...
Aaron
11-10-2012 04:06 AM
got the below error on script running on IPCC Express Enhanced
License for script step com.cisco.wf.steps.http.StepSendHTTPBeanInfo not found
11-10-2012 06:35 AM
Marlo De Ocampo wrote:
got the below error on script running on IPCC Express Enhanced
License for script step com.cisco.wf.steps.http.StepSendHTTPBeanInfo not found
What step were you using when you got that error? Can you upload a screenshot of your script so we can see it?
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches.
11-11-2012 01:45 AM
sir, i got new concern..
agents ext. nos. 8888 and 8889 (under A-PT) partition, i want to translate those number to 1000 (IPCCX Support IVR) everytime agents call users (and the users if redial...will automatically go to 1000)
what i have done:
1785 (non-agent ext.) under NA-PT
8888 and 8889 (agent ext. nos.) under A-PT
configure translation pattern 888X with calling part mask of 1500
dial 1785 from 8888 nothin happened (somethin amiss)
11-11-2012 02:32 AM
got the configuration correctly...! and working properly as required..
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide