What Step to be used in the UCCX Editor?

[Chts]

Hello Friends,

I would like to design a script for SalesOrSupport, My desired solution is If there is no agent logged in prompt would be  ' Sorry we are closed please call back at a later time'  If yes call goes to Queue to SalesCSQ. To enable this which step to be used? I try to do with IF STEP didnt worked.

Please suggest me a better way to do this.

Thanks in advance.

[Tanner Ezell · Accepted solution]

Use the "Get Reporting Statistic" step. Query the queue for logged in agents.

[anchoudh · Accepted solution]

Hi Suryanarayana,

The Get Reporting Statistic step is only available with Cisco Unified CCX packages.

You can use this step to view the current state of the Cisco Unified CCX system or to report back to a

caller such information as current wait duration, position in queue, and expected wait time.

The system bases the expected wait time calculation on the number of agents in reserved, talking, and

work states for this CSQ, the call’s position in the queue, and the average call duration for this CSQ.

Average call duration of a CSQ is the average time agents spend in Reserved, Talking, and Work states

while handling a call from this CSQ.

Please refer the page 208 in the below guide.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx851_step_ref.pdf

Also refer the below thread,

https://supportforums.cisco.com/message/3597033#3597033

Hope it helps.

Anand

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