UCCX Script

[ishaj.ismail]

Hello All

I was trying to create script for Auto Attendant.

In the script, there's a part where a holiday check has to be performed.

In the first step (M001) the script asks to press 2 to select English language.

I assume that we can accomplish this by adding MENU in the script. After the user dials 2, there's a holiday check. If it's not holiday or OFF Hours, it will go to ENGLISH Menu.

Should I be placing the Holiday check subflow before the ENGLISH menu?

If subflow concepts are used for creating the business hours check, how should it be placed in the script?

Including the call flow for reference.

[Chintan Gajjar · Accepted solution]

Yes, you can collect the language preference using menu step.

and regarding the holiday check, you can better do it in sub-flow.

the sub-flow script ideally has a logic to check the holiday and business hours, and based on that sets some variable which indicates either business is open or closed.

You can invoke this script from UCCX and pass the parameters back and forth from main script and use the return value from the subflow script to decide further on your scripting.

[ishaj.ismail · Accepted solution]

Thanks for the reply Chintan.

There is a part in script where the user will be asked to dial the extension if they knows. When they dial the extension and if the call is not attended in 10 secs it should go to the starting of the script.

Is there anyway we can set RNA in script?

[Chintan Gajjar]

I think you can do it using call redirect step.

Collect the number caller wants to connect to,

use the Call Redirect Step in UCCX script and redirect the caller to the input number.

Now if for some reason UCCX is not able to connect the caller to entered number, the call will come out of appropriate branch for Call Redirect Step and from there you can send back the call to top of the script using Lable/Go To nodes.

Once you look at the Call Redirect Step you will self understand it.