Re: [OSL | CCIE_Voice] UCCX agent routing and script verification!!
hi William, Thanks again for your reply . You are the man : - ) I tested it after reducing the retries to 0 and 1 ( media step) Here are my findings... 1) When I call 4000 . I hear the prompt saying Thank you for calling this number ...if you dialled this number by mistake please press 1 else someone will be with you shortly . I pressed 1 and it then rings at 4001.- so working 2) When I call 4000 and hear the prompt and wait for the timeout ( 3 sec) . It rings at the longest idle that is the agents ( 4101 followed by 4102 --- depending on who is ready) - so working 3) When I call 4000 and hear the prompt and press any other key other than 1 it goes to the longest idle agent ( 4101 followed by 4102 --- depending on who is ready) - so working So I guess all is working with the script . Is there anything else you would like to add it terms of the script configuration UCCX config or do you think all is good at this point? Thanks once again for the excellent reply. Regards, MJ On Tue, Mar 26, 2013 at 6:07 PM, William Bell b...@ucguerrilla.com wrote: When you use a media step that is collecting input from the user, you need to determine whether you want to repeatedly prompt the user when (a) they fail to respond or (b) their response doesn't match filter criteria. There is a retries setting in the Menu step. Adjust that to adjust the behavior. The default is 3 retries. Which accounts for the 4 prompts you are hearing. The question should give you guidance here. Given the way you presented the question, I would adjust retries to 0 and then it should meet expected requirements. -Bill -- William Bell blog: http://ucguerrilla.com twitter: @ucguerrilla On Mar 26, 2013, at 6:26 AM, sanity insanity wrote: hi guys, Any update ? I Don't have this working... -MJ On Mon, Mar 25, 2013 at 3:02 PM, sanity insanity networksanitytoinsan...@gmail.com wrote: hi William, Thanks for your reply. I have now added the following for step (b) and added (c) ,(d),(e) -start -accept -play prompt ( welcome prompt) -menu( triggering contact , operator.wav) -option 1:- a) call redirect to 4001 b) If successful terminate c) if busy goto queueloop d) if Invalid goto queueloop e) if Unsuccessful goto queueloop - Under Select Resource ( triggering contact - from CSQ) :- a)queueLoop: 1) Now when I call 4000 it says Thank you for calling this number ...if you dialled this number by mistake please press 1 else someone will be with you shortly Tests done:- i I press 1 it goes to 4001 correctly - This works ii If I don't press any key and wait for timeout the same prompts I hear with are u still there ?4 times and then it goes to the agents 4101 and 4102 - not clear whether this is right ii If I press any other key other than 1 it says please dial again and I need to press the same key ( for example digit 3 on the keypad) atleast 3 times before it goes to the queue - not sure if this is the correct method. Please let me know if this is correct? Thanks once again. -Mj On Fri, Mar 22, 2013 at 12:59 AM, William Bell b...@ucguerrilla.comwrote: 1) when I call 4000 I can hear the greeting saying Press 1 to be transferred to priority agent or stay online for next available agent . The call does not ring on the ipcc agent phones of 4101 and 4102 but when I press 1 it is transferred to 4001 as expected. My question is what is preventing it from ringing 4101 and 4102 even though the agents are in a Ready state? Given the way you presented your script logic this behavior is expected. You are asking the contact to press 1 and handling the transfer action prior to the Select Resource step. 2) The resources set for 4101 and 4102 are in Resource group name S and the CSQ for this is named as CSQ. The resource criteria is Longest Available. Is this correct? Longest Idle == Longest Available 3) Any other parameter that needs to be checked under the Resource group or the CSQ? Can't say. Assuming you have configured your resources and CSQ correctly and you have properly employed either Resource Group or Skills based routing then I think you are OK. If you have failed to configure resources/CSQ/etc. correctly then you are not OK. 4)Is the configuration steps correct ? What steps are missing if any and how do we correct it? Is the script correct? Is something not behaving the way you want or expect it to? If yes, then something is provisioned incorrectly. Your script has a logic flaw. -option 1:- a) call redirect to 4001 b) If successful goto queueLoop Step (b) doesn't make sense to me. If you successfully redirect the contact then the script logic shouldn't go to the queueLoop. You should terminate. -- William Bell blog: http://ucguerrilla.com twitter: @ucguerrilla On Mar 21, 2013, at 1:03 PM, sanity insanity wrote: Hi All, Need your help. I am
Re: [OSL | CCIE_Voice] UCCX agent routing and script verification!!
hi guys, Any update ? I Don't have this working... -MJ On Mon, Mar 25, 2013 at 3:02 PM, sanity insanity networksanitytoinsan...@gmail.com wrote: hi William, Thanks for your reply. I have now added the following for step (b) and added (c) ,(d),(e) -start -accept -play prompt ( welcome prompt) -menu( triggering contact , operator.wav) -option 1:- a) call redirect to 4001 b) If successful terminate c) if busy goto queueloop d) if Invalid goto queueloop e) if Unsuccessful goto queueloop - Under Select Resource ( triggering contact - from CSQ) :- a)queueLoop: 1) Now when I call 4000 it says Thank you for calling this number ...if you dialled this number by mistake please press 1 else someone will be with you shortly Tests done:- i I press 1 it goes to 4001 correctly - This works ii If I don't press any key and wait for timeout the same prompts I hear with are u still there ?4 times and then it goes to the agents 4101 and 4102 - not clear whether this is right ii If I press any other key other than 1 it says please dial again and I need to press the same key ( for example digit 3 on the keypad) atleast 3 times before it goes to the queue - not sure if this is the correct method. Please let me know if this is correct? Thanks once again. -Mj On Fri, Mar 22, 2013 at 12:59 AM, William Bell b...@ucguerrilla.comwrote: 1) when I call 4000 I can hear the greeting saying Press 1 to be transferred to priority agent or stay online for next available agent . The call does not ring on the ipcc agent phones of 4101 and 4102 but when I press 1 it is transferred to 4001 as expected. My question is what is preventing it from ringing 4101 and 4102 even though the agents are in a Ready state? Given the way you presented your script logic this behavior is expected. You are asking the contact to press 1 and handling the transfer action prior to the Select Resource step. 2) The resources set for 4101 and 4102 are in Resource group name S and the CSQ for this is named as CSQ. The resource criteria is Longest Available. Is this correct? Longest Idle == Longest Available 3) Any other parameter that needs to be checked under the Resource group or the CSQ? Can't say. Assuming you have configured your resources and CSQ correctly and you have properly employed either Resource Group or Skills based routing then I think you are OK. If you have failed to configure resources/CSQ/etc. correctly then you are not OK. 4)Is the configuration steps correct ? What steps are missing if any and how do we correct it? Is the script correct? Is something not behaving the way you want or expect it to? If yes, then something is provisioned incorrectly. Your script has a logic flaw. -option 1:- a) call redirect to 4001 b) If successful goto queueLoop Step (b) doesn't make sense to me. If you successfully redirect the contact then the script logic shouldn't go to the queueLoop. You should terminate. -- William Bell blog: http://ucguerrilla.com twitter: @ucguerrilla On Mar 21, 2013, at 1:03 PM, sanity insanity wrote: Hi All, Need your help. I am configuring DNs 4101 4102 ( both DNs are uccx agent extensions). Calls to 4000 should here a greeting Press 1 to be transferred to priority agent or stay online for next available agent . If the caller presses 1 , calls should be transferred to 4001. Otherwise it should be hunted as per Longest idle time. These are the configuration steps I followed -- 1) recorded a prompt for the greeting called operator.wav 2) Configured one button login for the phone dns ( agent DNs - 4101 4102) 3) Setup the CSQ and resources in UCCX 4) Wrote the following script... -start -accept -play prompt ( welcome prompt) -menu( triggering contact , operator.wav) -option 1:- a) call redirect to 4001 b) If successful goto queueLoop - Under Select Resource ( triggering contact - from CSQ) :- a)queueLoop: -End 5) Configured a trigger for 4000 Questions : 1) when I call 4000 I can hear the greeting saying Press 1 to be transferred to priority agent or stay online for next available agent . The call does not ring on the ipcc agent phones of 4101 and 4102 but when I press 1 it is transferred to 4001 as expected. My question is what is preventing it from ringing 4101 and 4102 even though the agents are in a Ready state? 2) The resources set for 4101 and 4102 are in Resource group name S and the CSQ for this is named as CSQ. The resource criteria is Longest Available. Is this correct? 3) Any other parameter that needs to be checked under the Resource group or the CSQ? 4)Is the configuration steps correct ? What steps are missing if any and how do we correct it? Is the script correct? - MJ ___ For more information regarding industry leading CCIE Lab
Re: [OSL | CCIE_Voice] UCCX agent routing and script verification!!
When you use a media step that is collecting input from the user, you need to determine whether you want to repeatedly prompt the user when (a) they fail to respond or (b) their response doesn't match filter criteria. There is a retries setting in the Menu step. Adjust that to adjust the behavior. The default is 3 retries. Which accounts for the 4 prompts you are hearing. The question should give you guidance here. Given the way you presented the question, I would adjust retries to 0 and then it should meet expected requirements. -Bill -- William Bell blog: http://ucguerrilla.com twitter: @ucguerrilla On Mar 26, 2013, at 6:26 AM, sanity insanity wrote: hi guys, Any update ? I Don't have this working... -MJ On Mon, Mar 25, 2013 at 3:02 PM, sanity insanity networksanitytoinsan...@gmail.com wrote: hi William, Thanks for your reply. I have now added the following for step (b) and added (c) ,(d),(e) -start -accept -play prompt ( welcome prompt) -menu( triggering contact , operator.wav) -option 1:- a) call redirect to 4001 b) If successful terminate c) if busy goto queueloop d) if Invalid goto queueloop e) if Unsuccessful goto queueloop - Under Select Resource ( triggering contact - from CSQ) :- a)queueLoop: 1) Now when I call 4000 it says Thank you for calling this number ...if you dialled this number by mistake please press 1 else someone will be with you shortly Tests done:- i I press 1 it goes to 4001 correctly - This works ii If I don't press any key and wait for timeout the same prompts I hear with are u still there ?4 times and then it goes to the agents 4101 and 4102 - not clear whether this is right ii If I press any other key other than 1 it says please dial again and I need to press the same key ( for example digit 3 on the keypad) atleast 3 times before it goes to the queue - not sure if this is the correct method. Please let me know if this is correct? Thanks once again. -Mj On Fri, Mar 22, 2013 at 12:59 AM, William Bell b...@ucguerrilla.com wrote: 1) when I call 4000 I can hear the greeting saying Press 1 to be transferred to priority agent or stay online for next available agent . The call does not ring on the ipcc agent phones of 4101 and 4102 but when I press 1 it is transferred to 4001 as expected. My question is what is preventing it from ringing 4101 and 4102 even though the agents are in a Ready state? Given the way you presented your script logic this behavior is expected. You are asking the contact to press 1 and handling the transfer action prior to the Select Resource step. 2) The resources set for 4101 and 4102 are in Resource group name S and the CSQ for this is named as CSQ. The resource criteria is Longest Available. Is this correct? Longest Idle == Longest Available 3) Any other parameter that needs to be checked under the Resource group or the CSQ? Can't say. Assuming you have configured your resources and CSQ correctly and you have properly employed either Resource Group or Skills based routing then I think you are OK. If you have failed to configure resources/CSQ/etc. correctly then you are not OK. 4)Is the configuration steps correct ? What steps are missing if any and how do we correct it? Is the script correct? Is something not behaving the way you want or expect it to? If yes, then something is provisioned incorrectly. Your script has a logic flaw. -option 1:- a) call redirect to 4001 b) If successful goto queueLoop Step (b) doesn't make sense to me. If you successfully redirect the contact then the script logic shouldn't go to the queueLoop. You should terminate. -- William Bell blog: http://ucguerrilla.com twitter: @ucguerrilla On Mar 21, 2013, at 1:03 PM, sanity insanity wrote: Hi All, Need your help. I am configuring DNs 4101 4102 ( both DNs are uccx agent extensions). Calls to 4000 should here a greeting Press 1 to be transferred to priority agent or stay online for next available agent . If the caller presses 1 , calls should be transferred to 4001. Otherwise it should be hunted as per Longest idle time. These are the configuration steps I followed -- 1) recorded a prompt for the greeting called operator.wav 2) Configured one button login for the phone dns ( agent DNs - 4101 4102) 3) Setup the CSQ and resources in UCCX 4) Wrote the following script... -start -accept -play prompt ( welcome prompt) -menu( triggering contact , operator.wav) -option 1:- a) call redirect to 4001 b) If successful goto queueLoop - Under Select Resource ( triggering contact - from CSQ) :- a)queueLoop: -End 5) Configured a trigger for 4000 Questions : 1) when I call 4000 I can hear the greeting saying Press 1 to be transferred to priority agent or stay online for
Re: [OSL | CCIE_Voice] UCCX agent routing and script verification!!
hi William, Thanks for your reply. I have now added the following for step (b) and added (c) ,(d),(e) -start -accept -play prompt ( welcome prompt) -menu( triggering contact , operator.wav) -option 1:- a) call redirect to 4001 b) If successful terminate c) if busy goto queueloop d) if Invalid goto queueloop e) if Unsuccessful goto queueloop - Under Select Resource ( triggering contact - from CSQ) :- a)queueLoop: 1) Now when I call 4000 it says Thank you for calling this number ...if you dialled this number by mistake please press 1 else someone will be with you shortly Tests done:- i I press 1 it goes to 4001 correctly - This works ii If I don't press any key and wait for timeout the same prompts I hear with are u still there ?4 times and then it goes to the agents 4101 and 4102 - not clear whether this is right ii If I press any other key other than 1 it says please dial again and I need to press the same key ( for example digit 3 on the keypad) atleast 3 times before it goes to the queue - not sure if this is the correct method. Please let me know if this is correct? Thanks once again. -Mj On Fri, Mar 22, 2013 at 12:59 AM, William Bell b...@ucguerrilla.com wrote: 1) when I call 4000 I can hear the greeting saying Press 1 to be transferred to priority agent or stay online for next available agent . The call does not ring on the ipcc agent phones of 4101 and 4102 but when I press 1 it is transferred to 4001 as expected. My question is what is preventing it from ringing 4101 and 4102 even though the agents are in a Ready state? Given the way you presented your script logic this behavior is expected. You are asking the contact to press 1 and handling the transfer action prior to the Select Resource step. 2) The resources set for 4101 and 4102 are in Resource group name S and the CSQ for this is named as CSQ. The resource criteria is Longest Available. Is this correct? Longest Idle == Longest Available 3) Any other parameter that needs to be checked under the Resource group or the CSQ? Can't say. Assuming you have configured your resources and CSQ correctly and you have properly employed either Resource Group or Skills based routing then I think you are OK. If you have failed to configure resources/CSQ/etc. correctly then you are not OK. 4)Is the configuration steps correct ? What steps are missing if any and how do we correct it? Is the script correct? Is something not behaving the way you want or expect it to? If yes, then something is provisioned incorrectly. Your script has a logic flaw. -option 1:- a) call redirect to 4001 b) If successful goto queueLoop Step (b) doesn't make sense to me. If you successfully redirect the contact then the script logic shouldn't go to the queueLoop. You should terminate. -- William Bell blog: http://ucguerrilla.com twitter: @ucguerrilla On Mar 21, 2013, at 1:03 PM, sanity insanity wrote: Hi All, Need your help. I am configuring DNs 4101 4102 ( both DNs are uccx agent extensions). Calls to 4000 should here a greeting Press 1 to be transferred to priority agent or stay online for next available agent . If the caller presses 1 , calls should be transferred to 4001. Otherwise it should be hunted as per Longest idle time. These are the configuration steps I followed -- 1) recorded a prompt for the greeting called operator.wav 2) Configured one button login for the phone dns ( agent DNs - 4101 4102) 3) Setup the CSQ and resources in UCCX 4) Wrote the following script... -start -accept -play prompt ( welcome prompt) -menu( triggering contact , operator.wav) -option 1:- a) call redirect to 4001 b) If successful goto queueLoop - Under Select Resource ( triggering contact - from CSQ) :- a)queueLoop: -End 5) Configured a trigger for 4000 Questions : 1) when I call 4000 I can hear the greeting saying Press 1 to be transferred to priority agent or stay online for next available agent . The call does not ring on the ipcc agent phones of 4101 and 4102 but when I press 1 it is transferred to 4001 as expected. My question is what is preventing it from ringing 4101 and 4102 even though the agents are in a Ready state? 2) The resources set for 4101 and 4102 are in Resource group name S and the CSQ for this is named as CSQ. The resource criteria is Longest Available. Is this correct? 3) Any other parameter that needs to be checked under the Resource group or the CSQ? 4)Is the configuration steps correct ? What steps are missing if any and how do we correct it? Is the script correct? - MJ ___ For more information regarding industry leading CCIE Lab training, please visit www.ipexpert.com Are you a CCNP or CCIE and looking for a job? Check out www.PlatinumPlacement.com ___ For more
Re: [OSL | CCIE_Voice] UCCX agent routing and script
Can you call from HQ Phone 1 to 4101? By chance do you have RSVP configured? I had same issue and in my case RSVP wasn't working. If you have it setup the easy way to test is to turn off mandatory in locations and try to call from HQ Phone 1 to 4101 again. If this works try UCCX again. This may not be your problem, but I had exactly the same problem when RSVP wasn't working correctly and it sounds like UCCX is trying to forward the call so this may not be a problem with UCCX but another issue outside of UCCX call routing, i.e. being able to forward calls through HQ. Hope this helps. Michael Sears CCIE Voice 38404 ___ For more information regarding industry leading CCIE Lab training, please visit www.ipexpert.com Are you a CCNP or CCIE and looking for a job? Check out www.PlatinumPlacement.com
