IPCC Express - ICD - Determine Agent Logged in

Unanswered Question
Apr 17th, 2007

I am working on a custom application based on the ICD system script in IPCC Express 4.0SR1. It all works fine and does what I want, except, if a call come into it and no one is logged into the agent, it tells the user they are in queue and waits for someone to log on. What I want to do, is if a call comes in and there are no agents logged in, send the call to voicemail. Sending calls to voicemail is already setup, so I just need to determine when a call comes in if agents are logged in or not, if so, process the call into the queue, if not, send it to voicemail. How can I determine if an agent is logged into the system?

Thanks,

Brian

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davidwomer Tue, 04/17/2007 - 07:27

Brian,

Use the "Get Reporting Statistic" step in the CRS editor.

Set the report object to CSQ

Set the field to logged in resources

set the row identifier to the name of the CSQ IE "MY_CSQ"

and set the result statistic to an integer to contain the result value of logged in agents.

after you do this just use an if statement and check the variable you just set to make sure it is greater then 1

-Dave

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Brian.Cain Tue, 04/17/2007 - 07:37

Dave, That is exectly what I was looking for. I took your suggestion, implemented and tested it, and it worked great. I appreciate the information.

Brian

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