UCCX Scripting

[GWaldbin]

Hello everyone,

quick question re a script I have been working on----

I have a script which allows a Supervisor to record a emergency prompt. Prompt gets uploaded to prompt repository (under prompt management). In my MAIN script, I have a 'Play Prompt' (with Blank Audio) option right after  Accept step to play Emergency prompt. However, this process can be done manually because someone needs to go to script and change the prompt from Blank to outage. Is there anyway I can automate this process so the supervisor can do all off this by himself?

Also, the prompt users record have long number string before the name of the file. Ex-1233354545564-newrecord.wav. Can I change my script so the numbers can be removed and only name is there?

[Aaron Harrison · Accepted solution]

Hi

Quick way :

1) set the 'play prompt' to "emergency.wav"

2) In your recorder, change the filename property on the upload prompts step to just "emergency.wav" (removing the ""+new Date etc that basically concatenates the date in 'Long' format and -newrecording.wav to generate the long/random filename).

3) Now whatever is recorded is played out by the main script. If you want nothing, have your supervisor record a second of silence instead of an emergency warning.

There are smarter ways but there's no need to make this more complicated :-)

Aaron

[GWaldbin]

Hello Aaron,

thanks you very much for your suggestion. I got it working. I would like to Thank you and many others who haven contributing to these kinds of forums all the time. You guys have been great help for 'rookies' like me...just learning about scripting.  Thanks

[Aaron Harrison]

No problem :-)

[GWaldbin]

Hello Aaron,

just a quick question to ask you....I just heard about this feature today.. Current script checks the time and day and based on that it will open and close the call center, But, users would like to have ability to just OPEN the queue few mins earlier everyday. Some days, perhaps 10 mins earlier and other days maybe 30 mins earlier. Do you think I can use something like-if agents are logged in, OPEN the queue!!!  OR are there any better ways to do this task. Thanks again

[Aaron Harrison · Accepted solution]

Hi

That's certainly one way to do it. The downside is that you sometimes get agents that leave themselves logged in, thereby leaving the queue open. They will be forced not ready (so you could based your decision on agents 'ready' rather than 'logged in').

The other issue is that you don't want to clsoe and play out your 'opening hours' during the opening hours you just read out or published. That might happen if your agents go not ready accidentally.

Of course all this depends on how well disciplined your staff are.

You could alternatively have a 'switch' - i.e. a paremter on your script that you change from false to true to force it open. The downside is that only someone with 'admin' rights on CCX can then change the parameter - and if they have those rights they can do anything on the system including breaking it in a thousand ways.

Finally - my approach would be to write a management script that allows the users to access a phoen interface or web interface that allows them to manipulate values in an XML file or DB. The main script would then check that status in XML or DB to determine what it should do. That's getting more advanced - you can find example scripts for this type of thing all over.

Regards

Aaron

[GWaldbin]

Ok...Thanks Aaron