Check other CSQ before transferring call

[danymora17]

Hi, I would like to know if this is possible and if someone has a sample on how to accomplish this.

I would like to do the following:

If a customer is waiting on a queue for more than 5 mins to transfer the call to a different queue if only the other queues have Agents on Ready Status. I would like the script to check the other queues for Agents Ready first before it transfers the call to that queue. Hope someone can help me, thanks.

[Chris Deren]

Sure you can do this, simply use the Get Reporting Statistics step and check the "Ready Resources" object, store it as a local variable and perform IF statement to check if it's larger than 0, if so select that CSQ otherwise do whatver else you want with the call.

HTH,

Chris

[danymora17]

Do you have an example? I am trying how to get the variable to look into CSQ2 and not the current CSQ1 it is on.

[Chris Deren]

Under "Row Identifier" select the CSQ value of CSQ2 not CSQ1.

Chris

[danymora17]

I only have CSQ value and my other contact queues do not appear, how do I tell which CSQ it is looking at? Sorry I am new at scripting. Thanks for your help.

[Chris Deren]

OK, here is what to do in your script:

define varaibles:

string: CSQ1 == "name of the inital CSQ"

string: CSQ2 == "name of the second CSQ"

integer: intAgentsReady == 0

....

select resource (CSQ1)

queue

....

get reporting statistic (CSQ2, resrouces ready, intAgentsReady)

if intAgentsReady > 0

true

dequeue CSQ1

select resrouce (CSQ2)

...

false

....

HTH,

Chris

[danymora17]

Thanks Chris, I think I got it. Now one more question please. I first want to check if the customer has been on hold for atleast 5 mins before i check the other CSQ, How would I define the variable to check if the customer has been on hold for atleast 5 mins?

[Chris Deren]

Take a look at my previous post:

http://forums.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&fromOutline=&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.2cc223cf

HTH, please rate all useful posts!

Chris

[danymora17]

I think I got it, now when I select the Resource for CSQ2 i have the following

contact -> trigger contact

Routing TargetType -> Contact Service Que

CSQ Target -> CSQ2

Connect -> no

Timeout -> 12

resource selected -> _TmpRsrc1163171232265

Now the resource selected is the same as CSQ1, does that matter? Thanks Chris

[Chris Deren]

no.

Chris