Contact Center Script for AgentExtension

Hi,
I need a script that returns Agent extension of an already logged-in agents.. (I mean that I need to know if a specific agent is already logged in or not)
is it possible?..
thx in advance

You can get an Agents current state using the "Get Reporting Statistic"
Report Object = Resource IPCC Express
Field = State
Row Identifier = AgentID
Result Statistic = (Result in a string variable)
You must know the agents ID in order to get the status.
From memory the status is pretty basic. "Not Ready" means they can't accept a call from the CSQ. You can't tell why they are "Not Ready"
If you are looking for someone in the team you would have to have a list of agents in an XML file or a database. You would then have to loop through the list.
One you have a Agent ID you can get an extension via the "Get User Info" step.
Graham

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[email protected] wrote:
> Larry
> for us to process thousands of photos this way would take hours.
Why? Are you talking CPU hours or staff-hours? Does your workflow require heavy
user interaction or is something else the problem?
-X
for photoshop scripting solutions of all sorts
contact: [email protected]

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Contact Center script question

Hello,
I have a script for a call center application which has different menus and submenus including CSQs in some branches of the menus, I configured everything and all is fine.
the customer came up with a new requirement which is when a caller reaches an agent by mistake as the caller should be handled by a different CSQ, the customer wants this agent to be able to transfer the caller to the correct CSQ directly and NOT to the start of the script (by transferring to the application pilot number) and also NOT to an agent directly he want him to transfer the caller to the correct CSQ.
and i have 12 CSQs in my script and if i divided the script to small different scripts and applications each with different call-in number to which the agent can transfer, this is going to be a big hassle and will have at least around 13 scripts and applications with many call redirect steps.
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Your best bet is to have different transfer numbers for each CSQ/script. If not, then have the angents update a variable for the call before they transfer it to the pilot number. Then in your script check the variable and sent it to the correct CSQ based on the agent entry.
david

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Contact Center query

Dear Gents,
I have a question regarding contact center, let’s start with the existing scenario:
There is a simple contact center script with multiple menu options for the caller to choose one of them let’s say, 1 ènew subscription, 2 è complains, ….etc. suppose the following happens, a caller who need new subscription chose option number 2 (complains) and directed to a complains agent and this agent addressed this caller needs.
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You can setup additional trigger number the agent can transfer the call to internally and inside the script send the call directly to respective queue bypassing the initial menu in this case u can get reporting based on this trigger and queue
Sent from Cisco Technical Support iPhone App

Historical Reporting Contact Center Express - Errors

Hello
When i create the report on my contact center express for historical information of somes ACDs, i am watching the following:
Reject: Remote Timeout
Reject: Channels Busy
Reject: Trigger Failed
What these reasons code mean???
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Aaron,
Thank you I will try what you suggest.
Respectfully,
Deborah
Deborah A. Morgan
Mary Washington HealthCare
Information Systems Network Support Team
(540) 741-1048 voice
(540) 741-1072 fax
Email [email protected]
From: aaronharrison
To: Deborah Morgan
Date: 09/12/2011 05:18 PM
Subject: - Re: Contact Center Express 7 Historical
Reports Peak Time CSQ
Cisco Support Community
Re: Contact Center Express 7 Historical Reports Peak Time CSQ
created by aaronharrison in Contact Center - View the full discussion
Hi
The closest thing to what you are asking for that I've seen is the
'contact service queue activity by interval' report.
It produces normal CSQ stats (total, abandon etc) per interval (i.e. per
hour, 30 mins or 15 mins) through the day so you can see when your busy
times are.
Change the 'interval' to what you need on the detail tab before running
the report.
Regards
Aaron
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Works for me!
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Contact Center Script for AgentExtension

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