UCCX script load balance redirect

[balmain99]

Hello,

Need to load balance a redirect to two external contact centers (or even better to distribute unequally say 3 to 1 if possible).

Perhaps a 50-50 could be done by examining an odd or even counter?

Any ideas most welcome, and thanks very much.

[Deepak Rawat]

Hi,

When you say load balance to two external contact centers, what exactly you are trying to achieve. It is not possible to use any features of one UCCX cluster with other UCCX. All the resources, CSQs, Route Points, CTI ports whatever is there within one UCCX cluster can ot be shared with other.

Even in a HA environment, wherein you have two servers in a UCCX cluster you cannot achieve this as UCCX works on the concept of Active/Stand By and not Active- Active like CUCM or Unity Connection. What this means is that, at one given point of time everything will work through one server only and load cannnot be distributed in any event. Only in the event when active server will go down or face issues, everything will be failed over to the other and everything will work through that server then.

Regards

Deepak

[balmain99]

Hello Deepak,

Thanks for your message.

Need to redirect to external third-party contact centers outside our administration, in periods where our own cannot handle the volume of calls,

So need to redirect to external phone numbers, in fact to two different external contact centers, and share traffic between them.

Thanks again.

AA

[Deepak Rawat · Accepted solution]

In that case simply use the Get Reporting Statistic and use the field as per your requirement. For example, you choose Contacts Waiting as the field selection. Based on this, implement an If condition that contacts waiting more than 3 route to Contact Center 1 and if less than 3 route to Call Center 2.

There are so many ways to play around with that.

Regards

Deepak

[balmain99]

Excellent, thanks very much Deepak.

AA

[balmain99]

What if I need to make this decision without checking availability of agents, before entering any queue, just after hearing an initial announcement.

Would the Get Reporting Statistic + Total Contacts (or Contacts handled) do the trick ? When does Total Contacts reset ?

Thanks again.

[Ahmed Khalefa]

I guess your problem is that you wanna global variable to be read each time a call hits the script.. 

You can do that using XML file.. 

Just put initial value with 1. 

Read the value inside your script and if(1) then send it to Destination 1,  and update the XML file with 0 value... 

If(0) then send the call to Destination 2,  and update the XML file with 1 value.. 

This will give you 50-50 % of call Routing allocation. 

Thanks A lot,

Ahmed Salah 

[Deepak Rawat]

Hi,

All the statistics get reset at mid night. Yes this trick will also work but there will be some permutation/combination that will go into it.

For example, you think the number of extra calls that your Call Center receive on a daily basis is 100. Then your if condition should be something like this:

If Total Contacts > 50 route to Call Center 1 otherwise route to Call Center 2. This way call number 1 - 50 will go to Call Center 1 and 51 - 100 will go to Call Center 2 Yes, the Get Reporting Statistic can be placed at any point in the script.

Definition of Total Contacts :  Number of total contacts that have arrived since the statistics were last reset. This includes contacts that are waiting, contacts connected to a resource, and contacts that have disconnected.

Small Tip : If you want to know detailed information about how a particular step works, simply right click and open the properties of that step. The box will open up and there will be a help button which will open the online CCx Editor guide that will have information about all the steps available in CCX Editor.

Regards

Deepak