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Silver

UCCX with reference to a document

                   I have a UCCX which will reference a document. The document will contain a list of preferred agents depending on what number was dial

the script reads if dnis is ...

5551234>>>>>>>Skillset/group  1

5552222>>>>>>>skillset/ group 2

55599999>>>>>>skillset/group15

The number of 555xxxx may be 100-250 so for each 555xxxx we need to assign skillset/group. Rather then have inidviudal scripts we may wish to reference a doc similar to an holiday list. Has anyone does this and is there a limit to the number of "lines"

We have been quoted the 150 CSQ limit-  what is this limit - 150 agents ID`s, actual phones, number of skillsets, groups, scripts

We are not sure of how many 555xxxx number but we could spilt them in smaller managable docs

5551xxx- doc 1

5552xxx doc 2

5559xxx doc 100

so potentially it will speed up the search

thanks

3 REPLIES
VIP Super Bronze

Re: UCCX with reference to a document

Has anyone does this and is there a limit to the number of "lines"

There is no documented/hard limit as long as you use properly formatted XML that XPath can easily navigate. The document will be loaded into the Java heap, which is fixed at 256MB, for each session (unless you use a hash table in a reusable session but that's pretty advanced). Sessions survive for 30 minutes after the call ends. Just be cognizent that this can add up. If the heap fills, all calls drop as it is purged.

If it's really going to get that big, create an off-box SQL database and build an ODBC connection. A simple SELECT statement is pretty efficient.

We have been quoted the 150 CSQ limit-  what is this limit 

You can create a maximum of 150 CSQs system-wide; however, an individual agent can only be a member of up to 25 at any one time.

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Silver

Re: UCCX with reference to a document

Hi thanks

That's the issue, the si is  trying to 'sale'  a local sql solution - new vm, new new sql license, additional costs when we already have a sql doing the same thing for our other sites in a remote location. I'm suggesting either use the existing  sql over the wan or since the sites tend to be small then use a simple one or two document approach. 

Our customer all dial the same number so a simple single cti rp from ccm to uccx will be fine.

Excuse the stupid question but is csq customer service queue - ie in our case a cti rp?

The idea we have a single  access number pointing to a single script and the script gets say the ani  or customer enters a unique pin to identify them  and does a look up in the doc locates the ani and is assigned the skillset, group which is also in the doc.

Start

Get an, pini - 'checks ani against the doc'

Queue to skillset - 'taken from same document'

Doc contains the ani, skillset relationship,  different ani or pin are assigned different skillset?

Thanks

VIP Super Bronze

Re: UCCX with reference to a document

The entire IVR subsystem, including the CTI RP/Ports, Applications, and Scripts are independant from the Agents [Resources], Skills, and CSQs. Essentially the script contains the call flow logic and is reach via a CTI RP [Trigger] and Application. Eventually that logic will say to find an Agent and it does this with the Select Resource step. This references a particular CSQ which in turn has one or more skills. These skils in turn have one or more Agents.

Two different subsystems but the CSQ is where callers wait and search for an Agent. You can only skill an individual into 25 CSQs at any one time. You can only get to 150 CSQs if you have descrete working groups of agents (and if other sizing metrics meet their criteria). There is a sizing tool but it's partner's only I'm afraid; have your pre-sales engineer do some discovery to ensure it will fit your needs.

Please remember to rate helpful responses and identify helpful or correct answers.

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