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

UCCX script help

i have 2 skill based CSQs:

1: support_CSQ1

2: support_CSQ2

I want calls route accordingly.

Monday: route calls go to support_CSQ1

Tuesday: route calls go to Support_CSQ2

Wednesday: route calls go to Support_CSQ1

Thursday: route calls go to Support_CSQ2

Friday: route calls go to Support_CSQ1

Monday: calls go to Support_CSQ2

is there any step i can use to accomplish this?

thanks for your help.

1 ACCEPTED SOLUTION

Accepted Solutions

Re: UCCX script help

Use what Tanner suggested, it's truelly a great solution for your needs.

/* time window for helpdesk backup */

set start = t[8:00 am]

set end = t[11:00 am]

/* primary helpdesk queue */

set csq1 = "helpdesk_1"

/* backup helpdesk; level 2 and level 22 */

set csq2 = null

/* helpdesk overflow queue */

set csq3 = "helpdesk_3"

/* are we within the backup window? */

if (t[now].after(start) && t[now].before(end)) {

     if ((d[now].doy % 2) == 0) {

          /* level 2 helps on even days */

          set csq2 = "helpdesk_2"

     } else {

          /* level 22 helps on odd days */

          set csq2 = "helpdesk_22"

     }

}

/* is csq2 on shift to take calls? */

if (csq2 != null) {

     select resouce (csq2)

     ...

}

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
10 REPLIES
Community Member

Re: UCCX script help

how about csq1 overflows/routes to csq2 when no agents are l

ogged in csq1..

csq1 logged in calls are received by csq1..NALOGGED in csq1 they over flow, on days off..as long as agents know days.

maybe

Re: UCCX script help

This won't accomplish exactly what you want, but close enough:

int foobar = 0

Set foobar = (D[Now].doy % 2) + 1

String CSQ = "support_csq" + foobar

Simply pass the string along to your resource steps.

I am curious why you want it this way, can you elaborate?

Tanner Ezell www.ctilogic.com
Green

Re: UCCX script help

Why won't the  "day of week" step work? I haven't looked at these for a while, but in CRS 4.0 you could certainly have different paths for Monday, Tuesday etc.

Regards,

Geoff

Re: UCCX script help

Geoff,

I didn't recommend the day of the week step because in the original post you see the first monday as CSQ1, but the second monday as being CSQ2, which isn't easily doable with the day of the week step.

I personally think there are other issues to address (for instance, why?) but to answer the original question, that'll work fine.

Cheers

Tanner Ezell

Tanner Ezell www.ctilogic.com
Community Member

Re: UCCX script help

our helpdesk wants to route call like that.

i only put 2 queues in the example but i am actually dealing with 4 queues.

Queue 1:  level1 helpdesk

Queue 2:  level2 helpdesk

Queue 3:  level22 helpdesk

Queue 4:  level2, level22, and 3 helpdesk

Here's why i asked the original question:

Level1 helpdesk answers the call all the time however if level 1 is busy, have level2 login to the level 1 queue and have level2 helpdesk help level1 as needed but in UCCX, you can't do that so i am using skill based routing.  In my skill based routing i have 4 queues.

Queue1: Level1-answer calls all the time

Queue2: Level 2 helpdesk answer calls only from 8:00a-11:00a :*** every other day

Queue3: Level 22 helpdesk answer calls only from 8:00a-11:00a: *** every other day

Queue4: overflow queue: level2, level22, and level3 are member of this queue

our helpdesk wants level2 and level22 to cover 8:00a-11:00a in every other day. It is almost like round robin but not exactly..

Re: UCCX script help

Use what Tanner suggested, it's truelly a great solution for your needs.

/* time window for helpdesk backup */

set start = t[8:00 am]

set end = t[11:00 am]

/* primary helpdesk queue */

set csq1 = "helpdesk_1"

/* backup helpdesk; level 2 and level 22 */

set csq2 = null

/* helpdesk overflow queue */

set csq3 = "helpdesk_3"

/* are we within the backup window? */

if (t[now].after(start) && t[now].before(end)) {

     if ((d[now].doy % 2) == 0) {

          /* level 2 helps on even days */

          set csq2 = "helpdesk_2"

     } else {

          /* level 22 helps on odd days */

          set csq2 = "helpdesk_22"

     }

}

/* is csq2 on shift to take calls? */

if (csq2 != null) {

     select resouce (csq2)

     ...

}

Anthony Holloway

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

Re: UCCX script help

I just want to say what an inventive idea you have here.  I really like this type of thinking.

The one thing I would add is, he probably made up the CSQ names, so simply concatenating the value of foobar to the CSQ name may not help.

if ((d[now].doy % 2) == 0) {

     set csq1 = "support_team_a"

     set csq2 = "support_team_b"

} else {

     set csq1 = "support_team_b"

     set csq2 = "support_team_a"

}

Of course you would have to weigh the benefits of switching on day of year, day of month, or day of week.  Otherwise, excellent solution!

Anthony Holloway

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

Re: UCCX script help

Good solutions here. Apologies for misreading the question.

Regards,

Geoff

Community Member

Re: UCCX script help

You guys are awesome!!!

i just tested the script with your suggstion and it worked fine.

Again Thank you so much for your help.

Community Member

Re: UCCX script help

Hello All,

I am agree with this cript points...but nayone tell me how to define dates with the script if working with times stamps as on time and off tiem for users...

how can define that first saturday call got to this numebr and then second to this number.

For any help please check the enclsoed script that is still working well without any issue.

1235
Views
10
Helpful
10
Replies
CreatePlease to create content