ICM script formula in queue to skill node

Just a question, I'm trying to figure out as they want this skill to only take calls on either Sunday or between 7pm and 9pm (technically 8:55).
So in the queue to skill I have this:
SkillGroup.X.LoggedOn>0&&weekday()=1||(time()>time("19:00:00")&&time()<time("20:55:00"))
Is this correct? I'm a little unsure of all the parens and where they need to get placed.
To me, I'm saying
IF skill group X is logged on
AND day of week is sunday
OR time of day is between 7 and 9pm
then consider this skill group
Any thoughts?
Thanks in advance

Paul,
David has a point but if youre married to this idea, you may want to group the weekday and times, this way it will evaluate if agents are logged on and then do the logical "and" of the weekday, time.
E.g.
SkillGroup.X.LoggedOn>0&&(weekday()=1||(time()>time("19:00:00")&&time()
This way someone HAS to be logged on first then the weekday or time come into play.
Hope this helps.

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ICM script formula for busy hour

Hi all,
I'm trying to find what is the best/most accurate statistic which is available in ICM script editor to determine the peak & non-peak hours. Based on this info, I want to point to a different precision queue
a) Number of calls in queue a specific PQ?
b) Number of available / busy agents in a specific PQ?
Any other recommendation?
Thanks!
-JT-

Hi G,
The peak & non peak hours differs based on call type rather than being similar overall. Different call treatment is applied during these periods
a) Low peak - more conditions, steps & longer waiting time within PQ
b) High peak - less conditions, steps & shorter waiting time within PQ
The 2 different approach is to either
a) pre-set the low/high peak based on fixed value (9-12pm peak, 1-pm non peak) - more maintenance
b) dynamically determine high/low based on call statistics in the ICM script - less maintenance
Thanks!
-JT-

Queue to skill group node with consider if statement.

Hello,
I have a question on a queue to skill we have set up. There have been complaints that calls have not been able to be answered after the center closes even though they are logging in an agent or two to clean up these calls. Within the queue to skill is consider if statement that says:
IF call center location is open and there is at least one agent logged in, queue the call to this skill group.
This applies to both skills that are in this queue to skill node. What they are saying is that if there are calls queing after the center is closed and they have already passed the consider if statements and are sitting in MOH/queuing, would these consider if statements not allow the call to be delivered to an agent if they log in after the center is closed as they are stating that they will log an agent in and they still can't pick up the call. However, these are agents at 2 different locations on 2 separate PGs so that throws another variable into the mix. Not sure how much of the truth they are telling either....
Also, is there a way to check if the call is queing to both groups or just one? Not sure if there is something in the DB that will tell you this, I know there is a route field in RCD but I'm assuming this will only popluate after a call is handled.
There is also a TOD check that will not allow calls to this queue if it past hours of op built in as well.
Thanks

Paul,
It sounds like the first "IF" statement is being used as an "accept or deny" calls access to the queue node-
If the queue to skill group node is the where this decision is made(perfectly acceptable to do so)- once a call passes through the queue to node- calls do not return to it unless you loop though it.
Think linear-
Start----Queue to(with if) -----play music-----play announcement--------wait-------loops back to play music-------
Queue to node (conditions-if agents logged on queue the call, if not, the call is not queued)-If calls do not get queued in this step, calls are just in the treatment, not actually queueud- even if your subsequent steps are to play music, play prompts etc- the call is not queueud.
I do not recommend this---but it would resolve the issue if agents logged on after the call was in the treatment----
Start----Queue to(with if) -----play music-----play announcement--------wait-------loops back to queue to(with if)------
Logging in agents to the queue would not automatically add callers to the queue-
the script would need a new queue to node during the treatment- again looking to see if agents signed on.
I would advise adding an Admin Script with TOD/ DOW conditions and then set a variable for open/ closed-
If the script is "open" queue the calls to the skill group, then if agents do sign on to the queue the calls can be answered.
Start---
IF Node(if open)---->Queue to(if not required here) -----play music---play announcement---wait---loops back to play music-
'------>(if closed) play after hours greeting/ route to voicmail/hangup.

How to create a queue using CVP with ICM script(Comprehensive mode)

Hello Guys,
I would like to know how can I configure a queue in a comprehensive mode using micro-app at CVP + ICM environment. I work with UCCE at least 2 years, so I know how to create a queue using UCCX and/or IPIVR (I do a queue application using UCCX Editor and at ICM I use the Run external Script component), but at CVP I don't know how to create a application at Call Studio and how to call this application at ICM Script Editor to run this queue if there aren't agents available.
Can someone help me to understand how can I do that?
I attached the ICM Script using micro-app. This script runs ok, I call to a Route pattern and CVP route request ICM, so ICM run the script, but if there are no agents available the call drops, so I would like to know how can I create a queue to hold the call and to come back to a available agent.
Regards,
Eric Zapparoli
Unified Communications
Wittel

Out of the check mark in the queue to skill group node you go to another run external script node, then you loop into that over and over again until the call is answered.
david

Queue priority ICM Script editor 8.5

HI,
Can some please let me know about Queue priority node wth example?
ICM Script editor 8.5

it changes the priority of the call in ICM, default is 5. but you can change to lower value say 4,3,2 based on customer.
i will give you 2 examples:
1. if any priority customer call in, you do DB lookup or any other thing to carried out that the customer is priority at should be treated as earliest.
so for priority customer you branch out the script and increase their queue priority by this node, and queue them to skill group, this will put them ahead from all the call with normal priority.
2. when Rona happens:
in case of customer is assigned an agent, and agent does not pick the call, RNA happens, and CVP will take back the call from agent and request requery to ICM.
in re query request you can increase the priority of the call take it ahead from all the normal priority call.
this will reduce customer to once again wait in queue.
~ Chintan
rate all helpful posts

Nodes in ICM Scripts

Hi,
Can any one explain me the below clarification on ICM Script editor 8.5
1. What the Call type node used for, and what will happen if we does not use that node?
2. On enterprise Skill Group node, we can see Queue type Priority how does not functions?
3. Also how to roll back the script to previous version?

Hi,
I hope this will help you.
++ call comes to 1st Skill where all agents are busy.
++ its went to the next node Backup Skill the call ll go there. No agents are free there too.
++it plays the queue music. Once the agent Become available in 1st Skill group. call will route to the agent.
The call will be in queue on both the queue to SG node.
two way of scripting .
case one:
case two:

Queue to Skill Group node Failure

Queue to Skill Group node failing on load and sometimes witout load
Router Log Viewer
3/28/2013 1:04:07 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
3/28/2013 1:04:08 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
3/28/2013 1:04:12 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
3/28/2013 1:04:12 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
3/28/2013 1:04:14 PM          Call route request from routing client CVP_PG_1G (ID 5015) with unknown DN of 7771111000.
rtrtest logs
:40:29:245 ra-rtr Trace: (29437 29438 12329 : 0 0) CallEventReport: CID=(150565,47621458),Event=DISCONNECT, DlgEnds=1, FromVRU=0, CallState=2, Cause=NORMAL
16:40:29:245 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog received event report 6 from NIC during RunScript.
16:40:29:245 ra-rtr Trace: (29437 29438 12329 : 0 0) Canceling queuing for CID=(150565,47621458)
16:40:29:245 ra-rtr Trace: (29437 29438 12329 : 0 0) Unqueuing Call CID=(150565,47621458) for SkillGroup CUCM_PG_1.Cisco_Voice.SMDSkill, pos=14
16:40:29:246 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog sending VRUQueueEvent to VRU (4)
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog handling script resp
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) CallEventReport: CID=(150565,47621458),Event=DISCONNECT, DlgEnds=1, FromVRU=0, CallState=22, Cause=INVALID_CAUSE
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog (callstate:22) received event(6)(Call disconnected. (Event has dialog end set.))
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog resuming (Call disconnected. (Event has dialog end set.)) status (3)
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog aborted and was deleted.
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Dialog sending release call to VRU
16:40:29:252 ra-rtr Trace: (29437 29438 12329 : 0 0) Deleting Dialog.
16:40:29:252 ra-rtr Trace: For message (9) from routing client CVP_PG_1F (ID 5014) could not find dialog id (29438).
16:40:29:254 ra-rtr Trace: Received dialog fail for unknown dialog(29438) from PG.
CVp VRU PIM logs
Line 15925: 16:46:11:090 PG1A-pim7 Trace: DIALOGUE::NoSuchRouterDIDError:DIALOG_FAIL RCID=5014 PID=5000 FailureType=2 NumOfEvents=1 DID=29677 DIDRelSeqNo=-1 ReasonCode=1
Line 15946: 16:46:19:533 PG1A-pim7 Trace: DIALOGUE::NoSuchRouterDIDError:DIALOG_FAIL RCID=5014 PID=5000 FailureType=2 NumOfEvents=1 DID=29695 DIDRelSeqNo=-1 ReasonCode=1
Line 15958: 16:46:20:690 PG1A-pim7 Trace: DIALOGUE::NoSuchRouterDIDError:DIALOG_FAIL RCID=5014 PID=5000 FailureType=2 NumOfEvents=1 DID=29584 DIDRelSeqNo=-1 ReasonCode=1
Line 15960: 16:46:20:691 PG1A-pim7 Trace: DIALOGUE::NoSuchRouterDIDError:DIALOG_FAIL RCID=5014 PID=5000 FailureType=2 NumOfEvents=1 DID=29584 DIDRelSeqNo=-1 ReasonCode=1
Trying on Simple Script now:
Ideas and response appreciated. Thanks.

What ivr type is being used. It seems the call correlation is failing when the number ends 0 check either your translation routes or that you correlation I'd does not start as 0 as this will cause calls to fail
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What is the Max. Limit of ICM Script Nodes that can be set in ICM Script 8.0

I am trying to out the maximum number of Script Nodes that can be set in ICM Script editor , is there any limit on that ?
I am using ICM 8.5 Version
I have read that the value for maximum number nodes that can be executed is configurable as seen in hkey_local_machine\software\geotel\icr\\routerX\router\currentversion\configuration\script\MaxNodesExecuted
By editing the value help me to increase the No. of Script nodes in ICM Scripts ?? Appreciate your reply asap.

Hi,
Looks like the max. length described in the forms help only applied to actual database column. But if I am defining a non database column, what is the max. limit?
I tested it by setting to 32K (i.e.32767) and the form accepts and run ok. However, I am not sure whether there will be other side effect or not.
Kelly.

Broadcast calls rather than LAA to a skill group within ICM script?

We have the need to create an ICM script/queue in which calls in queue are broadcast to the agents (much like in a line group distribution algorithm in CUCM) rather than distributed by longest available, top down, etc. Any suggestions are greatly appreciated.
- Mike M

Gergely is correct (not sure why low rating) +5 for Gergely for correct answer. No ACD has been designed to ring multiple agents at the same time as that goes against what Automatic Call Distribution stands for.
One option would be to route calls via ICM, but then send the call back to CUCM broadcast hunt group, this way you will at least get overall reporting on call_types without agent reporting.
HTH,
Chris

Agent States in ICM script

Hi,
I would like to know if the states of an agent such as Logged on and Ready can be checked in ICM scripting .
We are developing a script which will check the agent state Logged on and then checks the agent state ready , only if these conditions are satisfied then the call will route to that particular agent.
If agent is not logged on, then it will route to one skillgroup and if agent is logged on , but not available/ready then it will land to voice mail.
The approach which i am following is to assign each agent with one particular skillgroup and check these states.
Please let me know if any other approach can be followed .
Regards
Deepak

Hi deepak,
Before you route the call to the SkillGroup, you can have a IF Node to check the LoggedOn count and Available/Ready and route accordingly as you need.
IF SkillGroup.LoggedOn=0 in Formula Editor
Right branch connected to the SkillGroup you required
Wrong branch connected to another IF node and if SkillGroup.READY=0 have the Right branch connected the Voicemail
You can also accomplish this just by 1 IF Node using AND and OR operators
Just have a look at Using Formulas section in the below Scripting and Media Routing Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/ipce80sg.pdf
Regards,
Senthil

Counter in ICM script

Hi,
I am building CVP micro-app based ICM scripts.
I have been provided with call-flow diagrams that show counters being used to control the flow in the Queue. Say if the caller has passed through a bunch of messages and queue music 10 times, the caller should be routed to voicemail.
Can anyone tell how it can be set up?
Thank you,
Dilip

Some of the limitations I can remember (I've not done a project with microapps in about 2 years) the data in the PVs doesn't get updated and you have to add extra nodes to clear something in order to get the right data. Messy scripts, you have to add new nodes every time you want to run a new prompt or a second menu. The configuration params are not intuitive. Debuggins is more difficult as you don't have control over what can be put in to a log.
Not a big deal really, but Studio apps are so simple and provide some much room to grow that I just can't imagine ever going back.
david

Migrating from ICM scripts to CVP-VXML Apps

Good day all.
Currently we are running on:
ICM 7.2
CVP 4.1
CUCM 6.
Call flow: using ICM-Script Editor
Applications: Using apps deployed on CVP-VXML server. they are called in ICM scripts.
Well my dilemma is this. We have planned to move all call flows from ICM-Scripts to Call Studio based apps/Scripts.
Now I have studied Call studio and VXML flows, and know that CallStudio/VXML scripts can be run directly from Gateway->ICM->CVP/VXML or in the traditional way called in ICM script.
If we deploy a full Standalone model with ICM lookup (no ICM scripts involved) then how is call queing for SkillGroups/agent transfers handled? do call studio based scripts have the capability, or will we have to include ICM scripts for this?
Secondly, when migrating from ICM scripts to Standalone+ICm lookup model, the current gateway configurations (ie apps, Dial plan and Dial plan to script matching for EACH dialed number) will have to be reconfigured? So as the Dialled number will directly translate to the IVR menu on VXML script?
Need expert inputs on this.
Regards,
AAK.

Hi Asif,
When you use the CVP as Standalone model, its purely for SelfService, Queuing is not possible even if you use Standalone with ICM Lookup. There is no concept of SkillGroups using CVP as Standalone
After the self service treatment is done, you can either transfer the call to CUCM or TDMACD
If you need queuing, you have to go for Comprehensive model.
If you want to go for a StandAlone Model, You will need to configure the Application Name, VxmlServer everything in the Gateway. Have a look at the config guide for CVP Standalone section
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp4_1/configuration/guide/cvp41cfg.pdf
Regards,
Senthil

How to Schedule an ICM Script to Play a IVR Prompt

Hi,
My name is Abraham and I work with the voice support team that manages the voice infra of a National Bank Contact Center.
Requirement : Schedule a script to play an holiday message prompt on a particular date from 12AM to 12PM..
Please guide me on how to upload this prompt message to the IVR and to schedule this script in the ICM and point it to the new prompt.

There are two parts here.
1. The first part is a modification in the ICM script so that every call knows whether the holiday message should be played or not. You can modify the routing script to directly compare the current date against a set date (say 12/25/2009) and if true, then check the current time against a spread using a Time Of Day node.
Alternatively, you can do all this in a an Admin Script that runs every minute and controls a global variable that the main routing script checks.
You can develop this and test it without actually doing anything - just watching the path of calls through your script as the day and time of day falls into the slot.
2. Now you need the technique to activate a Run External Script that runs the .aef. Since this has already been done by the "Cisco Partner Vendor", you just need to copy those nodes into the holiday path.
Regards,
Geoff

ICM Scripting Error Handling Best Practice

Can someone tell me what is the best way to handle errors in ICM scripting. For example false node on Send to VRU or Run Ext Script node, I normally handle this with calltypes for errors and then continue the callflow. But recently I noticed that some of my clients are using peripheral variable to store an error message instead of calltype. I am just wonderinmg which is the best option?

I don't think you need a call type, I usually set PV10 = "Error: XYZ". Creating a call type just seems a little redundant, however it would make it easier on the reporting side as you don't have to create any custom queries to search for a specific error type.
david

UCCE: Forceful Release an Agent Call from ICM Script, Can I?

Hi, let me explain the requirement first. Customer wants to make their IVR free of cost but they want to start billing only when the call is landed to skill group/agent. So far I can think to make it possible by triggering their billing server by ODBC gateway through Application Gateway process. But also the customer wants to release that particular call when that pre-paid caller is out of charge. They might trigger one of my application or can modify any particular database field and put the calling# into there and my task would be release that call.
I have thought an idea to develop a TCL script run into the voice gateways and release the call from there by searching the particular call with calling#, but I do not know TCL scripting or any idea how to develope TCL , can't I release that call from ICM script? Do I have any control on calls from ICM when the call is landed and connected to agent?
Any help would be hightly appreciated.

That's a nasty piece of work. Just imagine how jacked off you would be if you are the customer, you have enough in your bank account to get to an agent who is then starting to help you, and in the middle of your conversation you are simply cut off!
I don't think it's possible - although CVP would be your best shot because of the switch leg.
But not only that, I don't think it is desirable. If you check the customer's balance before going to an agent, that should be sufficient. Anything else is just terrible customer service.
Regards,
Geoff

ICM script formula in queue to skill node

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