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Beginner

UCCX Script Help

Hello experts 

 

I a little knowledge in the scripting so if anyone can help with the builtin script

Scenario is,

 

have 5 agents call center with working timings from 9 to 6. When the call comes during working hrs it will play welcome prompt and thn goes to CSQ. Either agents are not loggedin or not ready, or if ready but not picking calls after 5 or 6 round ups , it should escalate to the manger who are using normal extension from cucm. Guess it will be able to ring only on 1 manager extension as call leave the queue.

 

Does anyone has ready made script for that. I have basic script running which only check the time n send it to the queue. After officr hrs it plays only closed promots n drop the call. Can anyone help 

1 REPLY 1
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Cisco Employee

Maybe you could have a counter in your queue loop area like this?

 

Select Resource
  Connected
    End
  Queued
    Loop:
    Play Prompt (Thank you for holding)
    Play Prompt (60 Seconds of Music)
    If (++counter >= 5)
      True
        Call Redirect (Supervisor)
          Successful
            Set Contact Info (Handled)
            End
      False
    Goto Loop
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