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UCCX5 script writing help - Auto-transfer when queue busy

I need help building (finding) a script that will evaluate if all agents in Queue1 are busy, so that a new call being sent into Queue1 would then automatically transfer to Queue2 (if Queue2 has available agents).

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Participant

Re: UCCX5 script writing help - Auto-transfer when queue busy

Wes,

Cisco has a script repository located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html

You can find the simple queueing script as a starting point.  You could then you an if statement to check agent status then send teh call to the other queue based on your criteria.

Let me know if you need anything else.

Del

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Rising star

Re: UCCX5 script writing help - Auto-transfer when queue busy

Hi Wes,

Yes this is possible, you just need to use the get reporting statistic step, there you should take the number of agents that are ready. After that use an If step. Something like this:

Start

Accept

Get Reporting Statistic

if (readyAgents.equals(0))

True

     Go to Queue2

False

     Go to Queue1

Gabriel

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