Sample Script for a UCCX 8.5 deployment for a help desk scenario

Answered Question
Mar 7th, 2012

Hello all,

I am looking to implement UCCX 8.5 initially for our help desk call center.   I wanted to see if anyone had a sample script I would be able to look at. 

The scenario is the calling party calls extension 3333

Receive a message that you have reached the IT Helpdesk

Press 1 for a Systems System Status

Press 2 to speak to a Support Desk Specialist, if all agents our busy it would roll over to an outside number to outside services.

Press 3 for more specific support questions.

Any help would be greatly appreciated.

I have this problem too.
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Correct Answer by drewsov28 about 2 years 1 month ago

Here is a high level script that does what you want.  You would need to modify the details for how you wanted it to work, but this should get you in the right direction.

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Average Rating: 5 (2 ratings)
Correct Answer
drewsov28 Wed, 03/07/2012 - 11:18

Here is a high level script that does what you want.  You would need to modify the details for how you wanted it to work, but this should get you in the right direction.

Attachment: 
drewsov28 Wed, 03/07/2012 - 11:35

Have you written a script before?  If not, you may want to look over this document.  It's for 8.0, but the same logic holds (plus I have yet to find one for 8.5).

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801gs_scripts.pdf

The script I attached doesn't have 100% of the things you'll need (no Set step that defines the name of the queue, etc).  But it's a foundation to start with.

drewsov28 Wed, 03/07/2012 - 12:08

No problem.  Let me know if you get stuck or just want somebody to verify the script before rolling it out.

jwallen Thu, 05/23/2013 - 08:40

Matthew / Andrew,

This was great question / answer post... many thanks.  I especially appreciate the example sample.aef and Cisco guide doc. 

Many thanks!

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Posted March 7, 2012 at 9:51 AM
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