I'm not sure if I'm missing a simple configuration step inside my script or if my methodology is wrong. I cant seem to take an Agent and find out what ResourceGroup they are a member of inside a CCX script.
I need to have a caller enter an extension, then queue for that specific Resource by matching the extension to the Agent name. After X time, requeue the call for the Agents entire ResourceGroup instead of just the 1 Agent.
I've not found a step that will accomplish this inside the script. I can run the following inside ccx cli to pull the info, but not sure if I can connect directly to the DB from the script:
run uccx sql db_cra select resourceGroupName, resourceLoginID, resourceName from Resource inner join ResourceGroup on Resource.resourceGroupID = ResourceGroup.resourceGroupID where resourceName = ''XXXX"
In case anyone else comes across this I opened a ticket to verify with Cisco, and there is no way to do it inside CCX. I created a job in SQL to pull the information from the informix database on CCX into SQL with ODBC connection. Then created a database connection and querie the SQL server inside my CCX script.
Ended up using this queirie instead of the one above...
run uccx sql db_cra select CSQName, resourceGroupName, resourceLoginID, resourceName, extension from Resource inner join ResourceGroup on Resource.resourceGroupID = ResourceGroup.resourceGroupID inner join ContactServiceQueue on ResourceGroup.resourceGroupID = ContactServiceQueue.resourceGroupID where resource.active ='t'
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