UCCE

gbuckmeier · ‎08-09-2010

I am currently running Contact Center Express verions 7.0(1). I am trying to determine the best way to route calls through UCCE based on a percentage. For example 1 of every 4 calls to a menu option are routed to a different area. I am fairly new to the Scripting Application (CCX Editor) and I am not sure if there is a function off of the palette that could do this. My thoughts are that I would have to use some type of extenal vairable in the script to determine which percentage call is coming in (call = 1, call = 2) and if it is call = 4 route to new direction and reset the variable. Is there an easier way? If so, what is it. If not, how would I store this variable information?

Thanks,

Gene

jpsweeney77 · ‎08-09-2010

Welcome to the forum Gene. Sorry, I can't help on your question but I did want to point out to that when referring to Contact Center Express, please be sure to use the acronym UCCX . UCCE is designated as the acronym for Contact Center Enterprise which is a completely different product set. Good luck with your issue!

gbuckmeier · ‎08-09-2010

jpsweeney77,

Sorry for the confusion. I will be sure to refer to my version as UCCX in the future.

Gene

cndilip123 · ‎08-09-2010

You are using the UCCX solution.

You can get the total number of calls from "Get Reporting Statistic" node after this menu option and then use a "Remainder (%)" operator to get the 4th call and route this 4th call to the specified destination.

Get Reporting Statistics is applied on a CSQ, therefore you may have to create a dummy CSQ (one with no resources), and send the calls through this CSQ before you send to the menu (or whichever branch from where you want the total_count).