HIERARCHY LEVELS IN CCX SCRIPT

Unanswered Question
Apr 13th, 2012

How many levels can I configure in a Contact Center script? I mean.

1. Press X to go to Department X

1.1. Press X to talk about X

1.1.1. Press X to XXX

Is there any limit?

I have this problem too.
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Tanner Ezell Fri, 04/13/2012 - 05:06

Assuming you are talking about nested menu's, there is a Step limitation.

The only other limit will be how many sub menu's your customers are willing

to go through before they simply stop calling!

alicia.vega Fri, 04/13/2012 - 05:17

Yes, I'm talking about nested menus. How is the maximum Step limitation I can work with?

Tanner Ezell Fri, 04/13/2012 - 05:26

You can modify the Step limit by going to the System Parameters CCX configuration page. By default it is 1000.

In general, via menu's you won't hit this limitation and I'd recommend only changing it if you run into issues.

anchoudh Fri, 04/13/2012 - 05:45

Hi ,

Please note the below warning:

Max Number of Executed Steps

Customer should not change the “max number of executed steps” parameter unless instructed by TAC. The purpose is to prevent infinite loops which can impact system performance greatly.

Reference:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/reference/guide/UCCX_Best_Practices.pdf

Hope it helps.

Anand

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Posted April 13, 2012 at 5:02 AM
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