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

Remotely Close Contact Center

Helllo

I have a help desk script in place but i want to be able to call in and close the centre in case of an emergency.

Any Ideas? Im guessing some sort of sub script.

Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions
Community Member

Re: Remotely Close Contact Center

As you mentioned create a subscript which creates a windows folder at a specified destination named the DNIS value i.e "911"

At the same time it creates a XML file "MOCStatus.xml" which look like this :

%intMOCStatus%

Then create a service application in UCCX which prompt the caller for an ID (ID should be the DNIS "911" of the application you want to "force" close or open?). First time you call in you will prompted for a NEW pincode.

Pincode XML file looks like this:

%PinCode%

Do a keyword substitution with %PinCode% and the pincode you typed.

After the PinCode GetDigit step you go to a menustep which prompts for

"1" = normal timecontrole

"2" = Closed

"3" = Open

Do a keyword substitution with %intMOCStatus% and the Choice you made in the menustep.

In the mainscript use an IF statement or a switch to determine what to do with values you got from the subscript i.e

"1" (do nothing)

"2" Goto Label Closed

"3" Goto Label Open

Summary :

Create subscript which creates DNIS folder with "default" MOCStatus.xml file

Create UCCX Service application with MOCstatus admin script which prompts for DNIS ID and pincode

Menustep which prompts for status

I hope you will have succes. :)

\Soren Lavard

9 REPLIES
Community Member

Re: Remotely Close Contact Center

As you mentioned create a subscript which creates a windows folder at a specified destination named the DNIS value i.e "911"

At the same time it creates a XML file "MOCStatus.xml" which look like this :

%intMOCStatus%

Then create a service application in UCCX which prompt the caller for an ID (ID should be the DNIS "911" of the application you want to "force" close or open?). First time you call in you will prompted for a NEW pincode.

Pincode XML file looks like this:

%PinCode%

Do a keyword substitution with %PinCode% and the pincode you typed.

After the PinCode GetDigit step you go to a menustep which prompts for

"1" = normal timecontrole

"2" = Closed

"3" = Open

Do a keyword substitution with %intMOCStatus% and the Choice you made in the menustep.

In the mainscript use an IF statement or a switch to determine what to do with values you got from the subscript i.e

"1" (do nothing)

"2" Goto Label Closed

"3" Goto Label Open

Summary :

Create subscript which creates DNIS folder with "default" MOCStatus.xml file

Create UCCX Service application with MOCstatus admin script which prompts for DNIS ID and pincode

Menustep which prompts for status

I hope you will have succes. :)

\Soren Lavard

Bronze

Re: Remotely Close Contact Center

So basically im going to have an XML file which can be updated by the service script and then can be read by the main script.

So how do i get the service script to modify the XML file by using the Keyword Transform Doc Step???

Thanks for your help!!

Matt

Green

Re: Remotely Close Contact Center

I seem to ask this question a lot. Is this Express or Enterprise? If Enterprise, is this IPIVR or CVP?

All posters here should be mindful of the different technologies Cisco offer and state the system being used in their question or, preferably, in the subject line.

Thanks for your indulgence.

Regards,

Geoff

Bronze

Re: Remotely Close Contact Center

Sorry Geoff. It is actually UCCX 7.0 i am running. Along with Call manager 7.0.

Community Member

Re: Remotely Close Contact Center

I seem to ask this question a lot. But to you ever get this question answered? Many posts simply end. The one person that teases you with the thought of help by asking questions doesn't seem to follow though with an answer. Other times a person will state that they 'found the fix' but don't post what the fix was.

VIP Super Bronze

Re: Remotely Close Contact Center

Free support only gets you so far. Some customers actually pay for us to do this type of work.

You have a few options:

1) Write an IVR script that provides a phone-based interface to control an XML file that is stored in the Document Repository. Modify your existing scripts to check this file and act accordingly.

2) Write a seperate GUI on another application server. Modify your existing scripts to perform an HTTP operation to this external application and act upon the value returned.

3) Write a seperate GUI on another application server that updates a supported SQL database. Modif your existing script to query the database table.

Community Member

Re: Remotely Close Contact Center

Hi j.schulenberg,

I want to personally thank you for all the great posts that you have provided to this forum. You have helped me many times and I'm certain that is the case for hundreds - if not thousands - of other users globally.

With sincere gratitude,

Amir

Green

Re: Remotely Close Contact Center

>I seem to ask this question a lot.

And the reason being I'm an Enterprise specialist, and would have answered with a technique for Enterprise. Since the OP uses Express, it wasn't necessary to follow up.

But your point is generally fair enough. The last comment is annoying - if they find the fix, they should post it. You can bet that the same guy will be back in 6 months asking for some more free advice.

Take and never give. Check the mirror.

Regards,

Geoff

Community Member

Re: Remotely Close Contact Center

Hi Geoff,

I would also like to thank you Geoff. Your willingess to provide insight and answers has helped me out on numerous occassions. And we can always expect a funny / smart comment or two also! : )

Amir

253
Views
0
Helpful
9
Replies
CreatePlease to create content