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RICHARD MESSINGER
Rising star

UCCX Queuing script question

Customer has UCCX 12.5 today and they have an interesting question.

If the queue depth reaches some arbitrary number of calls waiting, they want to be able to requeue the call to another queue.  That I know we can do.  The kicker is that they only want to requeue the call only if the new queue has fewer than x calls in queue.

It has been a while since I did any scripting, but I am not sure that there is a way within the script of queueA that we can ask queueB what your call waiting number is and make a decision as to requeue the call or not.

Is this something that is possible?

 

 

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Accepted Solutions
Roger Kallberg
VIP Advisor

Should be possible. The script itself isn’t actually tied to any specific queue as such, you can use one script to send calls to multiple queues. We use it for example by checking the calling or called number and make a decision for what queue to send the call to. All this uses one script.

For your specific question you would need to define the names of the two queues in separate variables or if you use hard coded values on the get queue statistics step. Based on the outcome of these steps you then have the information needed to make the decision process you want.



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Roger Kallberg
VIP Advisor

Should be possible. The script itself isn’t actually tied to any specific queue as such, you can use one script to send calls to multiple queues. We use it for example by checking the calling or called number and make a decision for what queue to send the call to. All this uses one script.

For your specific question you would need to define the names of the two queues in separate variables or if you use hard coded values on the get queue statistics step. Based on the outcome of these steps you then have the information needed to make the decision process you want.



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To elaborate on what @Roger Kallberg said, you'll use the "Get Reporting Statistic" step with Report Object "CSQ IPCC Express" to get the Field "Contacts Waiting".  Row Identifier is your CSQ name (in parenthesis or a string variable), Results Statistic goes to an integer variable.  That integer variable will then contain the number of contacts in the CSQ.

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