UCCX - CSQ name change question

[Quintin.Mayo]

Hello,

we had a CSQ we built during the pandemic for a promotion we had in our organization, where we have a CTI route point, a UCCX CSQ and skill set added for our Finesse users. this was also added to our trigger.xml file in UCCX. we are leaving the Direct Dial extension the same, and how it was used previously, but only looking to change the name on the CSQ for reporting purposes. We modified the skillset to the new name, but if we change the CSQ name the system will say no agents are available when we test a call. Does the script itself need to modify also for this to work properly?  Any direction would be greatly appreciated.

We would like SKIP_A_PAY_CSQ to be changed to CD_PROMOTION_CSQ.

below is an example of the .xml we have in place.

<TriggerID id="3506">
<ActiveCSQ>SKIP_A_PAY_CSQ</ActiveCSQ>
<Layout>AGENT_LAYOUT</Layout>
<CallBack>False</CallBack>
<TOD>4</TOD>
</TriggerID>

[Roger Kallberg]

Yes you need to change your script. Likely, or might I say hopefully, you have the name of the CSQ set in a variable, or even a parameter. The later is a variable that you can change from the application configuration, so you don’t need to modify the script.

That XML file is something specific to your system, it’s not something that is normally used. Possibly you’re using the XML to map trigger numbers to the CSQ, but without more information it’s just a guess. But if so, given that you still have the same trigger number, you could probably change the XML to reflect the new name of the CSQ and the script will pick up the information at runtime. You can run a reactive debug on the script to see what happens when a call comes in.