Can we restrict numbers of calls to a called number

[HelpingKid]

All,

Can we restrict numbers of calls 50 with in 24 hrs to a called number. We have one department that want to have limited numbers of calls with 24 hrs of time frame. Is there a possible way we can achieved that using cucm or uccx ?

Any thoughts or suggestions

[Jaime Valencia]

No way to do that with CUCM, UCCX is not my are of expertise so someone else would need to chime in for that part.

[Roger Kallberg]

As Java wrote it is not possible with CM alone. With CCX in the mix you should be able to do that with a script that increment a counter, that is saved either in an xml file or in a database table. Then the script checks the counter each time there is a new call and if less than 50 it lets the call though plus add 1 to the counter. If it’s above you define in the script what action to take for the call based on your use case.

One question, is it truly a 24hr period that you’re wanting to have the restriction for or one day? This would make a big difference in how you would need to program the script for this.

[HelpingKid]

Thanks Rogers for your reply.

Yes it's going to be 24 hrs time frame. Every day that program need to be reset to start all over again. if you can guide me to a program or documentation or if you have a test script that will make my day. I am open to idea and testing things out.

Majed Khan

[Roger Kallberg]

Not precisely a direct answer as you mention 24hrs and each day in your reply this time around also. For sure each day is 24hrs, but what I meant is lets say that the first call comes in at 10.00 am to the directory number. Do you want that to be the start of the 24hrs period, aka from 10.00 am day 1 to 09.59 am day 2, or should it be midnight to midnight on that specific day. That is quite a difference when you think about what the code would be.

I don't have any document or example script for this. But with a little effort you should be able to figure it out I'm sure and if you don't get back to the post with your specific questions.

[HelpingKid]

Thanks Rogers for pointing that out. Any my answer is NO. We don't want to start our 24 hrs time period when the first call comes in at 10 am. So my next statement is not a questions in fact it's a query.

Is it is possible that we start at 12:00:01 am and finish the day at 11:59:59 pm to cover up 24 hrs cycle.

Again thank you so much for your time on this.

[Roger Kallberg]

Yes that absolutely possible. Both of the cases are actually possible, but requires different options for how to code it in the script editor.

To get started with this I’d recommend you head over to DevNet at this link.

https://developer.cisco.com/site/contact-center-express/

Have a look at the reference documentation and the script repository over there. This should hopefully get you on your way with this.

[Steven L]

I dont think asking the same question in the developer forum was what @Roger Kallberg  had in mind

[Roger Kallberg]

No that’s right. My intent was to primary look at the script repository and the reference documentation that exists on DevNet.

Asking for help there could for sure also be a possibility as script development would be a good topic to ask over there.

[Gerry O'Rourke]

As others have pointed out - this is 100% possible to do. 

It all seems a little odd to do it though!

This is how I would do it.

A finesse Gadget (hidden) when a call was answered by an agent would insert into a database (via a simple custom Rest API).

This date it would log would be field names such as QueueName, Date, Timestamp, Agent ID, CLI of caller etc. (and other info - that might be useful for some other type of report).

So the database now has a row which includes the queuename and the date of each call that gets answered.

Cisco UCCX when a call arrives in - checks this database.

SELECT 
TotalCalls = COUNT(*)
 
FROM UCCX_Queue_Details
WHERE Date = GETDATE() AND QueueName = 'myQueue'

GROUP BY Date

If the value f TotalCalls is >= 50 then do not queue the call but play a message instead.

The reason why I think (I could be wrong) you need the Finesse Gadget - is you want the number of successfully answered calls and not calls that queued. So this is way to achieve this.

There are sample Finesse Gadgets - showing how to do a REST API call.

(edited note)

Note - instead of using a SQL query from the UCCX script - it woudl make sense to have a REST API to retrieve the values.

As you need Premium license on UCCX to interact directly with SQL Server.

example  = http://servername/getCallCountsToday?queueName=myQueueName

Regards,

Gerry