UCCX Script Agent Status Resource IPCC Express

[IP_Cartel]

I need help in a script.  I created a string, integer, and a get reporting statistic.  What this does is it is suppose to see if the agent is in a ready state if true it goes to the go to Q1 if false it goes to the call redirect.  I can't get it to work. 

It always goes to false even if I have an agent in Ready.  Any ideas?

[Roger Kallberg]

If you debug the script do you see the variable be updated by the get reporting step?

[IP_Cartel]

In debug all I see is the line highlighted when it passes through the step.  How would I see if the variable is updated?

[Roger Kallberg]

Look in the variable field.

[IP_Cartel]

it shows nothing when I click evaluate while it's debugging. 

Could I be missing something?  I tried referencing this post: https://community.cisco.com/t5/contact-center/check-agent-status-uccx/td-p/2205141

no luck. Do I need to add? SRS_TempResourceSelectedVar2 = Get User () under the if statement?

Bill says in his post:

Steps:

Before you send the call to any queue function in your script, you will want to do the following:

strAgentState = Get Reporting Statistic (State [""] from Resource IPCC Express)

Once you get the agent state, then you can do the following:

if (strAgentState == "Ready")

:true

          SRS_TempResourceSelectedVar2 = Get User ()

               Success:

                    Select Resource (SRS_TempResourceSelectedVar2)

                         Connected: /* at this point the contact has been routed to the agent

                                   Go To

                         Failed:

               Unsuccessful:

                        

:false

         

So, the key points:

1. Have a string var to hold the agent state

2. Use ACD> Get Report Stats step to grab agent state from Resource IPCC

3. Evaluate agent state

4. Use Get User to grab the agent object based on user ID. Store in user variable

5. Use ACD>Select step to connect the contact to the agent

[Roger Kallberg]

That part is for sending the call to a specific agent, not to a queue.

[IP_Cartel · Accepted solution]

I finally got it working! I spent the last few days doing trial and error on this step.  I kept going back and forth with strings and integer variables.  In essence I had everything setup correctly other than I had to place the ACD Get Reporting Statistic CSQ IPCC Express at the very top of everything.  The CSQ IPCC Express worked, so I had to create a string to identify the resource group I am using for the group.  

It can get frustrating because there is hardly any googable material on this topic or sample scripts to reference.  There must be an order operation this thing looks at.  I really do like how you can literally move the call flow however it needs to be done.

Roger thanks for taking the time in reading my initial request.