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New Member

Need to determine if any agents are available at all

My customer wants a very simple call routing scheme. If there are no agents online then transfer to voicemail. If all agents are online but busy with other callers put caller in queue and send caller to next availbale agent.

I can't figure out how to check if ANY agents are available before queueing them.

If you take the sample ICD.aef file how would you modify it to accomplish the task?

In the ACD.aef file, I think I need to somehow see the agent satus before letting the call go the to the "select resource" step. If it gets there it will be queued if no agents are online. The customer only wants the caller to queue if all agents are busy.

Any hints ? Thanks

2 REPLIES
Blue

Re: Need to determine if any agents are available at all

Use the "Get Reporting Statistic" step in the IVR.

Start

Accept

Get Reporting Statistic (stuff the AvailableAgents into a string variable)

If AgentsAvailable > 0

true - Select Resource

false - do something else

New Member

Re: Need to determine if any agents are available at all

Thanks ! That worked great. It was exactly what I needed.

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