I am relatively new to IPCC scripting, and am still waiting on the proper learning material to arrive. In the meantime I need to add a zero out/time out option to an existing script. I can't seem to locate the proper object in the CRS editor to add a zero out/time out option. Any help would be greatly appreciated.
I am not sure what version of IPCC you are running, but I am referencing IPCC Express 4.0(5).
Zero-Out Option - We utilize a "menu" item under the Media section of the editor. You just record a prompt that says "if you would like to transfer to an operator (or Voicemail) press 0 now." You do have to insert some silence after the prompt, so that the caller can press 0 before you put the call back on hold to play more music. If you want them to 0 out at any time during the call then I think you do the same thing however, your prompt has to include the recorded music, and the messages in a long audio clip (but I haven't ever done that).
Time-Out Option - You need to utilize the Get Reporting Statistic which is located under the IPCC Express drop-down. I populate the settings as follows to get the Current Wait Duration (time in queue).
Report Object: CSQ IPCC Express
Field: Current Wait Duration
Row Identifier: User Defined String Variable that identifies the CSQ
Contact: Triggering Contact
Result Statistic: User Defined Integer Variable that will capture the number of seconds.
Then I just utilize an If-Then to determine whether to keep them in queue, or dump them to an operator or voicemail.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...