Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

Redirecting a call to another CSQ after X Seconds

I have a CSQ called Reception which only ever has one agent signed into it. Currently, my script looks for agents that are ready in the Reception queue and if none are available it sends it down a Call Subflow to another Script which is working great. What I am wanting to add to the script is if a call is ringing on the agents phone in the reception queue for longer then a set number of seconds it will send the call down the call subflow to the next CSQ. I'm not sure exactly how to go about doing this. I added a call hold / delay for 10 seconds / unhold / Call Subflow but when I do a reactive debug the call never gets that far in the script it just sees that an agent is available and keeps trying to ring the phone over and over again.           

  • Contact Center
Everyone's tags (1)
13 REPLIES
Hall of Fame Super Silver

Re: Redirecting a call to another CSQ after X Seconds

So, you are looking to route the call to another script on Ring No Answer (RONA)?

The RNA timer is defined without the script under the "timeout" filed in Select Resource step or timeout under Connect step.  What you want to do is check the "connected" radio button under the selected node add Connected step where you can define the timeout and under failed branch point to where you want the call to go. Here is an example

           

New Member

Re: Redirecting a call to another CSQ after X Seconds

Chris,

     I don't have the Failed Option under my Select Resource. I only have Connected and Queued. As far as setting the RNA timer do I just right click on the Select Resource and do properties and set the Timeout value to what I want it to be?

Hall of Fame Super Silver

Re: Redirecting a call to another CSQ after X Seconds

You need to change the "select resrouce" "Connect" option to NO, and then under selected node insert "Connect" Step, just like on my screenshot.

Chris

New Member

Re: Redirecting a call to another CSQ after X Seconds

If I select No for Connect on Select Resource I get a message for "Unable to parse expression"

Hall of Fame Super Silver

Redirecting a call to another CSQ after X Seconds

Hmm, can you post a screen shot?

New Member

Re: Redirecting a call to another CSQ after X Seconds

Re: Redirecting a call to another CSQ after X Seconds

Because you have "Connect" set to "No", the Select Resource step will store the selected Agent into a User variable, which is what is missing from the "Resource Selected" field.

Create a variable type "User" and specify it there.

Otherwise, you can set "Connect" to "Yes" and you will not have that issue.

Tanner Ezell
www.ctilogic.com

Tanner Ezell www.ctilogic.com
New Member

Re: Redirecting a call to another CSQ after X Seconds

Okay I have the variable created and I have the timeout set to 6 but when I make a call the Receptionists phone rings but is not dequeued and sent to the Water Billing SubFlow

New Member

Re: Redirecting a call to another CSQ after X Seconds

When I do a reactive debug I see the call ring for 7 seconds and then go to the failed branch which has an option for dequeue and a call redirect option I can see it highlight the Call Redirect Step but it does not actually send the call through the call redirect it jumps back to the Connected branch and starts over.

709
Views
0
Helpful
13
Replies
This widget could not be displayed.