Hi.   In a transition from CAD to Finesse, I have no way to see which agent that still uses CAD.    Are there some log that I could look in, that will give me an indication, if there's any agent left on CAD? ... View more

Hi,   I have a script running at a Hospital, that is hitting some long wait times. I think that we have contacts calling in that is waiting about an hour. When the contacts is in the queue loop, then I have 2 delays, each 15 sec, so the loop is taking about ½ min each time. One of the thing it is doing, is telling the contact which number in queue they are, and also it is checking if there's still agents ind the queue.   I think that ½ min is a good amount of time to do these checks. And it is also what the customer have requested.   The problem is that this queue loop consists of about 26 steps, and this gives me about 18 min, that the contact can stay in the loop, before hitting the system parameter "max number of executed steps" default number of 1000 steps.  Therefore we have changed the parameter to 4000 steps.   What do you do to keep it below 1000 steps, if it's an queue that has some long Waits? I find it hard to see any solutions to this problem, unless I set some prety long delays in the queue loop.      The script is looking like this:   : Queue Loop: : If (boolPriorityCall) Then : Call Hold (--Triggering Contact--) : Delay intQueueWaitTimer01 sec : Call Unhold (--Triggering Contact--) : If (boolPriorityCall) Then : intQueuePositionNow = Get Reporting Statistic (--Triggering Contact--, Position in Queue[strCSQ] from CSQ IPCC Express) : intAgentsReady = Call Subflow(SCRIPT[COM/NumberOfAgentReadyCheck.aef], intAgentsReady) : Start : intAgentTaler = Get Reporting Statistic (Talking Resources[strCSQ] from CSQ IPCC Express) : intAgentReady = Get Reporting Statistic (Ready Resources[strCSQ] from CSQ IPCC Express) : intAgentReserveret = Get Reporting Statistic (Reserved Resources[strCSQ] from CSQ IPCC Express) : intAgentWork = Get Reporting Statistic (Work Resources[strCSQ] from CSQ IPCC Express) : Set intAgentsReady = intAgentReady + intAgentReserveret + intAgentTaler + intAgentWork : End : If (intAgentsReady == 0) Then : Set intQueuePositionNow = intQueuePositionNow / intAgentsReady : If (intQueuePositionNow == 0) Then : If (intQueuePositionNow <= intQueuePosition ) Then : Set intQueuePosition = intQueuePositionNow : Switch int ( intQueuePosition ) : Play Prompt (--Triggering Contact--, P[strOrg +"\" +strHovedNummer +"\" + strNumber6InQueue +".wav"] ) : Call Hold (--Triggering Contact--) : Delay intQueueWaitTimer02 sec : Call Unhold (--Triggering Contact--) : Goto Queue Loop   Br Kim Nielsen     ... View more

Hi, I have a stange problem with Agents going to reserved state, but the call is only ringing on the agent phone. It's never presented on the screen. The Agent can then take the call, by answering the physical phone like a "normal" call. After the call has ended, then the agent state is still reserved. The agent can then make a offhook/onhook on the physical phone, and the state changes to ready again. So it seem that no calls is dropped. It on an UCCX 8.5.1.11002-22. Could it be a timing problem with the scripts? /Kim ... View more