CCX 9 - Lost position in Queue

Just out of curiosity, has anyone experienced a case when a user's position in queue was lost. They were on hold 1st in the queue, then a second caller calls in, then they got bumped to 2nd? This has been working flawlessly the last several months this has been in place, but we just got a complaint that it has occurred. The CCX is located at a different location to the phones of where the problem was experienced.
Attached a screen shot of the CCX script.

Couple of possible things:
Call RONAed and call was re-queued with higher priority
You are prioritizing some calls over others, i.e. priority step is used somewhere in this or another script that queues the same CSQ
Chris

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Dynamic Position in Queue

In the ICM scripting, how to identify the position in Queue of a caller dynamically, if none of the agents are available in the skill group and call is waiting at the IVR.
For Example:
A Caller calls, and prompts that your Position in queue is "x" and your Estimated Wait time is "x".
Call will be on hold for certain amount of time, then again the position of queue is examined (whether it has decreased or not). How to do this ?
We have ICM 7.1.4 and IP IVR 4.5.2

I have been trying find a way to do this same thing and believe I may have figured it out now. Here's what I am doing in the ICM script:
Just after the Queue to Skill Group node - I use a Set Variable - SkillGroup.CCM.20922.Lab_Training.RouterQueueCallsTodayand put that value into PeripheralVariable6 (you can use whichever open PV you have)
Then, I set another variable just after this one - day() and put that value into PeripheralVariable7 (this is to keep track of the day for any calls that cross over midnight)
Now, I use our regular scripting flow to set a value into PV10 and then Run Ext Script to play the all agents are currently busy message from an IVR script - this is where the loop begins for what the caller hears until they are answered
Just after the prompt is played I do an If node - Call.PeripheralVariable7!=day() (so if the day has changed, I'll bypass giving the position in queue status)
If the day is the same, I then continue to another Set Variable - SkillGroup.CCM.20922.Lab_Training.RouterCallsQNow-(SkillGroup.CCM.20922.Lab_Training.RouterQueueCallsToday-Call.PeripheralVariable6) and put that value into PeripheralVariable8
This basically calculates the difference between the total number of calls that have queued to this moment (since midnight) and the total number that had queued when the call was first queued and subtracts that difference away from the current number of call in Queue now.
PV8= Calls in Q now - (total calls queued today - total calls queued today at the beginning of this session)
Then, I take this value in PV8 and send it to a Run Ext Script.
PV8 = Get Enterprise Call Info (--Triggering Contact--, --CallPeripheralVariable8--, --All-)
Set queue = "gen\number\"+PV8+".wav"
Play Prompt (--Triggering Contact--, P[100.wav]) - a prompt that says "your current position in queue is..."
Play Prompt (--Triggering Contact--, SP[queue])
Then after it returns to the ICM script, I have it run another Ext Script for the music on hold period.
Finally, it connects back up to the start of this loop to tell them all agents are busy again and starts the process all over.
Hopefully, you'll find this useful and easy enough to follow. Thanks to everyone out there who shares info. It's been extremely helpful to me.

My iphone 4s lost positioning is not opened, and my iphone 4s and ipad2 a registered account, how to find iphone 4s ipad2 positioning?

My iphone 4s lost positioning is not opened, and my iphone 4s and ipad2 a registered account, how to find iphone 4s ipad2 positioning?

Welcome to the Apple Community.
You can only locate your device when it is logged into iCloud and 'Find My Phone' is enabled, additionally the device will need to be switched on and connected to a wifi or cellular network.
Unfortunately, you cannot activate iCloud or 'Find My Phone' remotely.
If the device is wiped by you or another, you may not be able to locate the device (although some have reported they can)

IPCC Script Position in Queue not incrementing

Working on a position in queue script, I can't seem to get the position in queue variable to move beyond 1 no matter how many people are in the queue. Has anyone got any hints / tips? I'm using the Get Reporting Statistic, Position in Queue from CSQ IPCC Express.

You shouldn't have to use that as a work around. Open a TAC case, you may have a defect, and Cisco owes it to you, as a paying customer to deliver a working product.
Here is video proof that the PIQ value dynamically updates during script execution.
http://www.youtube.com/watch?v=6VNd5pMgygo

UCCX: Position in queue and real position in scheduler queue

Hi
When using UCCX stats is posible to get position in queue BUT since agents can share skill from different queues, real time scheduler queue can be much longer.
It is posible to get the real position of that call on the scheduler queue?
For example:
Queue A, Skill A, 20 calls
Queue B, Skill B, 20 Calls
Agent 1 have Skills A and Skill B
Next Call on Queue A:
Position in queue acording to UCCX step is 21 but REAL position in scheduler is 41 since UCCX uses FIFO among queues.
Thanks

HI Jonathan
Yes, on this example adding both queues would do it, i put it only to ilustrate the useless of the get position in queue and the need of something more general.
In my project, skill are not evenly distribute between agents and agents logins and logout all the time. Because of that it is not as simple as adding severals queues together. A function should be provided that gives the real time position of the call at anytime in the scheduler and not the simple position in one queue.
Thanks

UCC Enterprise - Position in Queue

Anyone come up with a creative way to do this in Enterprise? (Its obviously simple in Express).
I can tell the customer what their position in queue is when they initially get into the queue but if I need to speak it again, I can't come up with a way to do it.

if you are queuing all callers at same priority- enter customer position in call variable and play it during queue.
But i am sure you will have multiple priorities. this is little difficult solution , but thats what i came up with in 5 min. Make a globle variable for each queue priority. When counting the current position in queue also look for number of calls currently queued for lower priority queues add it to current position and you get your number.
Let me know if i am making sense at all.
thanks
Pranav

UCCX Position in Queue issues after RNA

Hello, we have a script using postion in queue logic. I tested the script and everything looked well however, this past month we have had complaints that callers were moving positions. They would go from 5 to 15 to 6. This is random and does not always happen. We get a couple of complaints a day. I noticed this first hand when my co-worker called in. Call came into the trigger happend to go RNA on an agent phone...went back to the queue then was stuck in the queue for over an hour and half. I never saw the call in the supervisors software.
Contacted TAC and they say that its an issue with the logic in the script.
I've attached two images of the queue section of the script. We have it play a begining queue prompt (you are) then the position prompt (first) end queue promt (in line for your call to be answered.
Any suggestions we would be grateful...
UCCX
System version: 8.5.1.11003-32
Thanks....

For starters, if the transfer into VM fails, the user will have been dequeued, you wouldn't see them in Supervisor Desktop, and they would continue to loop around and receive queue treatment.
I would always recommend scripting for these types of contingencies. I.e., If VM is down or all ports are busy, don't dequeue the caller and keep them queued.
This is also achievable without losing the caller's PIQ because you do not need to dequeue manually, a sucessful Redirect will dequeue automatically.
Anthony Holloway
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Lost position while playing audiobooks

Hi,
if I should down my iPhone 3GS the ipod lost the position in the audiobook.
Thats very bad because the audio book is 25CDs large an searching the right
position to restart is horrible. With this behavior the iPhone isn't a replacement for any other midrange no Apple MP3 player. Most players store the position in the file every few seconds and if you stop playing. Better player can set bookmarks to restart if you want to hear some other stuff.
Yours Ruediger

Try This...
Close All Open Apps... Perform a Reset... Try again...
Reset ( No Data will be Lost )
Press and hold the Sleep/Wake button and the Home button at the same time for at least ten seconds, until the Apple logo appears. Release the Buttons.
http://support.apple.com/kb/ht1430

Announcing position in queue

If I want to announce a caller's position in the queue, what is the best way to accomplish that? A subflow or right within the main script? What would the steps look like?
Thanks!

Within the existing script would be fine. Subflows are more useful when you have large chunks of code (e.g. account entry and validation against a database) that you wish to reuse across multiple scripts.
Get Reporting Statistics
Create Generated Prompt - The value from the statistics step, ordinal type.
Play Prompt - P[prefix.wav] + P[generated.wav] + P[suffix.wav]
Please remember to rate helpful responses and identify helpful or correct answers.

UCCX 10.6 Priority lost in callback queue

We have two inbound numbers/triggers, support and VIP. I've adjusted the script so incoming calls to the VIP number have a priority of 10 set so they're always answered first when any assigned CSQ agent becomes available. This works as expected.
We also have a callback queue, accessible from either support or VIPs CSQs after a variable amount of time. VIP calls that opt for the callback option are losing their priority. I thought priority belonged to the call, not the CSQ, so it would follow the call/session, but it doesn't.
So a 'live' VIP callback holding for 7 minutes will be answered before a 5 minute holding support call, but a VIP callback queue call 'holding' for 7 minutes will be answered after a shorter support call.
The VIP and Callback queues are two different triggers/applications, so I'm wondering if I need to retrieve the previous priority when the caller is passed to the new trigger? I couldn't find a session or caller value holding the value in the UCCX Editor if so. Or, can I look at the assigned CSQ name and reset the priority again?
Would it be as straightforward as
If (CSQ = "csq_name")
True
... set priority
False
... do nothing
Thank you!

Hi
The priority, the CSQ variable, and all other elements of a call are part of the 'call context'. They are local to each call, so are not shared between calls.
That extends to separate calls from the same caller.
So if the original call, and the 'callback' call (by which I assume you mean a call that is made from the script dealing with the original call to a new instance of a script that ghost queues to an agent and then calls the caller back) are seen as two separate calls then they will not keep any info - that includes the CSQ var from the original script.
One way to deal with this would be to have two callback scripts, and send calls from VIPs to the CB script that sets Pri=10, leaving the normal support one at default.
Another way would be to signal between the original script and the CB script the priority by pushing accross some DTMF.
If your callback implementation is not what I've imagined there may be more ways...
Aaron

OdiStartScen in async mode: variables lost in execution queue

I have the following case:
- a scenario must be called for each row in a database table
- this scenario has a variable, declared in the scenario parent package: variable values are read from the table
- rows are more than the "maximum number of sessions" for the agent
- execution of the scenarios should run in parallel
So I made a procedure, with only one step. The source command is something like "SELECT col1 alias1 FROM MyTable". The target command, on Sunopsis API, is OdiStartScen -SCEN_NAME=MyScenario "-GLOBAL.VAR1=#alias1"
When the procedure is executed by the agent, I have the following outcomes:
- if OdiStartScen is run synchronously (-SYNC_MODE=1): OK, no problem
- if OdiStartScen is run asynchronously (-SYNC_MODE=2) AND the number of rows in MyTable is less than the "Maximum number of sessions" set in Topology Manager for the executing agent: OK, no problem
- if OdiStartScen is run in async mode, and the number of rows in MyTable is greater then the maximum number of sessions, then the execution is OK only for the first rows of the table. Successive executions get enqueued, but when it's time for the agent to run them, Operator reports the followin error: "Variable has no value".
So it seems to me that variable values don't get enqueued, is it correct?

OK, my suggestion is:
It will be necessary add a new procedure at the process.
Create a new procedure and:
1) at 1º step:
Target Tab
Technology: javascript
code:
<@String vSS="";@>
2) 2º step
Source Tab:
Exact the same query, technology and Logical Schema as where the problem happens.
Target tab
Technology: javascript
code:
<@vSS+=" select 'OdiStartScen -SCEN_NAME=TESTPARALLEL -SCEN_VERSION=001 -SYNC_MODE=2 -GLOBAL.HOST=#p_host -GLOBAL.LAST_DATE=#p_last_date' as vComm from dual union";@>
*** VERY IMPORTANT: do not let any return carriage at the above command... probably it will appear into two lines at you screen but be sure that there is no return carriage character. I mean, the 2 lines are just because it can not be showed at just one.
3) 3º step
Target tab
Technology: javascript
code:
<@vSS=vSS.substring(0,vSS.length()-5);@>
4) now, a small change at your original procedure...
at the step where the select was done change the code to:
Source tab --> keep all but the code:
New code:
<@=vSS@>
Target tab --> keep all but the code:
New code:
#vComm
I believe that will solve the problem... I converted the parameters to strings then they do not need to exist as parameter at a new agent (balance)
obs.: Must be done in 2 procedures, because a javascript limitation.
Make any sense?
Please, try it and let me now... As I wrote the code with no ODI maybe could have some typed mistake, if you get any error let me now. (You can address me by my email at profile)
Edited by: Cezar Santos on 04/12/2008 16:52

Reloading data causes lost position in Paged View

Say you have a paged view data set that lets a user page
through four pages of five items (20 items total). Say also you
have loadInterval on the underlying dataset set to 10 seconds.
Now, say the user has paged to page three in their page view.
Within ten seconds, the dataset will reload, and the user
will be kicked back to page one.
Has anyone successfully used *both* paged view data sets and
loadInterval?
ps/ My underlying data set is an XMLDataSet.
Much appreciated.

the problem was spry load data based on region, which mean
spry dynamically generate that region within intervals you
specified, to solve this problem you might want to:
1. raise the intervals from 10 seconds to 30 seconds/1
minutes/2 minutes that don't interfere user interaction
2. don't use auto load thing, place a button where user can
reload the data everytime it clicked
3. use observer/custom function to get row id or id value
from the row (like unique primary key from table) and immediately
setrow to that row id after data refreshed, you can do set to page
also rather than row
last time i checked the auto refreshing things in Spry it
didn't do that behavior, but maybe cause i set it to load every 2
minutes

Social Miner - UCCX and position in Chat queue

Hi
Position in queue for web chat customer. It is possible?
UCCX is integrated with Social Miner for webchat.
Alex

its not available in UCCX - 10.6 , May be in future release

Queue position

Hi all,
I have a script where I'd like to play the queue position to the user while waiting. basically there is:
:waitcustomer=get reporting statistics (--trigerring contact--,Position in queue[CSQ] from CSQ IPCC Express)
:Play prompt (--trigerring contact--, wait)
But it doesnt work :-(, i need to pass a parameter from get reporting statistics to "wait" so that it can play wait1 or wait2 and so on based on the position.
Anyone please???
thanks

First, you might want to consider creating a sub-flow to do this as this kind of 'feature' is very common. You can use it again in other scripts.
Second, you can use the built-in system prompts to play numbers (5) or ordinals (5th) by using the N[5] or #[5] identifiers respectively. They play in the 'Cisco Lady's' voice.
If you require your own voice talent to say the number/ordinal then consider just 'creating' the wav file name by concatination.
Ex.
intWaitCustomer = 5;
prmtYouAre = 'YouAre.wav';
prmtInQueue = 'InQueue.wav';
!Use a Container Prompt Step for this bit
prmtWait =
prmtYouAre
"Wait" + intWaitCustomer.toString() + ".wav" (as User Prompt)
prmtInQueue
PlayPrompt (prmtWait)
Alternatively, this works too.
prmtWait =
prmtYouAre
#[intWaitCustomer] (as System Prompt)
prmtInQueue

Possiblity of message getting lost

I am using JCAPS 5.1.2. We have an interface where multiple calls are made at the same time to a particular JMS queue. The connection mode of the JMS queue was connection consumer mode and it frequently used to bring down the integration server. We have changed the connction mode of the JMS queue to serial mode which have bring stability to the integration server.
My query is , Is there any chance of any message getting lost from the queue, especially when multiple messages are being sent to the queue at the same time while in the serial mode?

This question really needs to be answered by a Java CAPS expert. I suggest you ask it in the Sun Java CAPS forum at
[http://forums.sun.com/forum.jspa?forumID=882|http://forums.sun.com/forum.jspa?forumID=882]
Nigel

CCX 9 - Lost position in Queue

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