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New Member

contact center express 7

Hello, i have an issue

is it possible to chech how many incomming calls go to the trigger?

i mean, in script

if more than 5 calls during 10 seconds ,so send sms or email

is it possible?

thank you

VIP Super Bronze

Re: contact center express 7

Not natively for a JTAPI trigger; however, you could use the Get Reporting Statistic step to query the calls currently relavent to a CSQ. A script and the steps within it cannot normally see "outside" of that instance of the application with the exception of the Get Reporting Statistics step.

It is possible to use sessions to overcome this though. You could create a second session and add a known session mapping ID to it. The variables held in that session could contain variables, likely arrays in this case, that could hold this information. Each time the script is called, it can query this session for the data and act upon it. The script could also update the variables for the next script that executes. The same could happen when you send an Email (note: requires premium licensing or IP IVR): you could clear/reset the values.

You will need to handle what happens if the session has expired and been purged from memory due to inactivity. This shouldn't be a problem in your scenario because it would suggest inactivity, not high activity. You could reinitalize the session at that point.

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Re: contact center express 7

Another way that you could possibly do this is to use the Get Contact Info to write the Creation Time to a variable and then store the in an XML file which would store six values in a Creation Time format. The value of X would be set by a value stored in another XML file. This value would start at 0 and be incremented each time the script was run and when it reaches 6 it would be reset to 0.

The script then would compare the values of and and if the times were less than 10 seconds apart would branch off to an alert action.

This has the advantage that the call does not need to go to a CSQ.

Please note that I have not written a script such as the above but the thery seems to make sense.

Please let us know how you resolve your issue.