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New Member

Best practice for nested scripting on UCCX

Hello All!

Newbie on scripting here and inheritted a HIGHLY customized UCCX environment.  In looking at the scripts, it seems the system integrator built out the logic for every script within every script.  That is, if one script queues calls into CSQ1 and if they are waiting for more than 2 minutes it sends them to CSQ2, it has all of the logic in that one script that the regular CSQ2 script has as well.  So that means anytime "a change" has to be made, it has to be made to the CSQ2 logic in the CSQ1 script AND the CSQ2 script as well.

Is there a best practice for this?  I would think it would be easier to say, in the above scenario that if the caller is waiting in CSQ1 for more than 2 minutes, it shoudl redirect the call to a trigger for the application that uses CSQ2.  Thus the logic is in the respective scripts and not duplicated across the board.

Any thoughts and experiences on how this is best accomplished and maintained would be greatly appreciated!

Thanks!

JG

1 ACCEPTED SOLUTION

Accepted Solutions
Hall of Fame Super Silver

Best practice for nested scripting on UCCX

Yes, if all queue logic is the common for your different CSQs you can build one common script and then reference this script as a subflow from your main scripts and simply pass the CSQ name as a variable to it.  This way you avoid what you said the need to rebuild logic in several places if you need to make a global change, you simply change the one common script logic.

HTH,please rate all helpful posts!

Chris

3 REPLIES
Hall of Fame Super Silver

Best practice for nested scripting on UCCX

Absoultey, you can always pass the CSQ name as a varaible.  The way I do this is build common queue script and use it as a subflow and simply pass the CSQ name variable to it.

HTH,

Chris

New Member

Best practice for nested scripting on UCCX

Hi Chris, thanks for your reply.  Can you be a little more specific.  Are you saying you build a common script and then hand off to other scripts or do you build all of the logic in one script?

Thanks!

Hall of Fame Super Silver

Best practice for nested scripting on UCCX

Yes, if all queue logic is the common for your different CSQs you can build one common script and then reference this script as a subflow from your main scripts and simply pass the CSQ name as a variable to it.  This way you avoid what you said the need to rebuild logic in several places if you need to make a global change, you simply change the one common script logic.

HTH,please rate all helpful posts!

Chris

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