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UCCX 8.5 Script to distribute calls to external PSTN based on percentage

A new request has came in to distribute calls based on percentage (50/50) between internal CSQ and an external PSTN number. So in essence half of the calls will be going into our office staff and rest to external.

I have random routing scripts between multiple triggers or numbers but this is new.

Is there a way to transfer and release the call going out?

Any guidance will be appreciated.

Everyone's tags (3)
2 REPLIES

UCCX 8.5 Script to distribute calls to external PSTN based on pe

To get best effort results I'd use a session with a boolean variable, it would flow something like this:

Get session "myDistributionSession"

If (session == null)

     True:

          Create new session "myDistributionSession"

          Set session info "bDistributeToPSTN = false"

     False:

          /* continue */

bDistributeToPSTN = Get Session Info ("bDistibuteToPSTN")

Set session info "bDistributeToPSTN = !bDistributeToPSTN" // flip the value

if (bDistributeToPSTN == true)

     True:

          // send call to PSTN

     False:

          // send call to call center

It would be hard to guarantee with 100% certainy a 50/50 split without a fair amount of additional work but this should be pretty close and unless your call volume per minute is quite high you will get near perfect results.

HTH.

Tanner Ezell
www.ctilogic.com

Tanner Ezell www.ctilogic.com

Re: UCCX 8.5 Script to distribute calls to external PSTN based o


appliedperceptions wrote:

Is there a way to transfer and release the call going out?

That's interesting.  Have you heard of a feature service with the telco and Toll Free Numbers called Take Back and Transfer?

Typically, I only see this used in UCCE, not UCCX.  However, if you look at the help documentation for UCCX's Call Redirect step, it clearly states the following:

Table 2-27 Call Redirect—Supported Extensions

ExtensionDescription

Extensions starting with  “#” or “*”

Extensions that trigger a network take-back and transfer where the

specified string is outpulsed as is. The redirect is successful if a hang-up

event occurs within a maximum of 5 seconds.

Note You can use a comma (,) in the string to insert a pause of 1 second before the next digit is outpulsed.

Source:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx851_step_ref.pdf

I trully wonder if this works in UCCX.  I have not heard of anyone doing this.

Anthony Holloway

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Anthony Holloway

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