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"close" call center script example for UCCX8.5

Good morning. Looking for an example of an application that would "close" our help desk under some condition. In 7.x we did this via a script that writes an xml document to the windows server with a status of "open" or closed that is then acted on by the help desk application and closes or remains open depending on the status of the file.   Is there a better manner to do this in 8.5?  

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"close" call center script example for UCCX8.5

You have it all 100% correct!  If you get stuck with a particular challenge, post back, and the community will with a doubt help you.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
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"close" call center script example for UCCX8.5

The XML approach is still pretty much the best way for most applications.  The only difference you might have between 7x and 8x, and this is just depending on whether the person who wrote your 7x version knew what they were doing, is that in 7x you could write files to the local hard drive of the server instead of uploading them to the Document repository where they should be.  In HA environments, the Document repository is replicated between both nodes, while writing files to the disk is not.  Also, the repo is backed up by BARS where the disk is not.

Another benefit of the XML approach is that you don't even need the XML document to reside on the UCCX server at all.  You could have it hosted on an internal web server, where it's used as backend storage for a front end web page form, where Help Desk admins could log in to, and change the open/closed status via a web page.

So with all that said, what I'm really trying to say is, there is no difference between 7x and 8x.  If you have a properly written script in 7x, it will work in 8x.

Just watch out for any references to the local disk in your script (E.g., "C:\holidays.xml")

I'll continue to watch this post if you run into any troubles with your scripting.

Good luck and happy scripting!

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
New Member

"close" call center script example for UCCX8.5

Anthony,

Thanks for confirming that using and xml document to close a script is the right track. I have read other posts descibing differences from 7.x to 8.x scripting are issues related to a write document step.  Should an upload document step be employed in place of write document step or in addition to write document?   And the pathname should NOTcontain any reference to C:\ Program Files \wfavvid\.....     right ?

"close" call center script example for UCCX8.5

You have it all 100% correct!  If you get stuck with a particular challenge, post back, and the community will with a doubt help you.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
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