cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
13941
Views
5
Helpful
7
Replies

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

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.

1 Accepted Solution

Accepted Solutions

Andrew Skelly
Level 7
Level 7

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.

Please rate helpful posts by clicking the thumbs up!

View solution in original post

7 Replies 7

Andrew Skelly
Level 7
Level 7

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.

Please rate helpful posts by clicking the thumbs up!

Thank you Andrew.  This is my first attempt with UCCX.

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.

Please rate helpful posts by clicking the thumbs up!

Thanks again.

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

Please rate helpful posts by clicking the thumbs up!

Matthew / Andrew,

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

Many thanks!

Hello andrew,

Many many thanks for the cisco guide shared by you, thats really helping

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: