Route calls to specific number based on Date and Time
Hi,
UCCX 8.5.1.11001-22
I am trying to create a script that will route calls to a specific number after-hours. The only catch is the number changes every week and rotates among 4 or 5 people. I have seen several scripts and xml documents up that give me a good start but I just cant seem to figure out the process with the xml document and call flow of this one. I do realize this is basically a programing question but if you could get me headed in the right direction it would help.
I am no stranger to UCCX scripting but a novice to xml integration.
I'm not sure what the SM toolkit is. Could you explain it or provide a link?
If you and your collegaue are admins, then I would say skip the overhead of an XML document for now and just manage the schedule in a subflow.
Example:
Subflow Variables
String oncall_number_current = ""String oncall_number_avholloway = "916125551212"String oncall_number_jsmith = "916125551313"String oncall_number_default = "916125551000"Date today = D[now]
Subflow Script
StartSwitch int (today.month) January (value == 1)
/* In Jan, from the first to the fifteenth, Anthony is on call */ If (today.date >= 1 && today.date <= 15)
True Set oncall_number_current = oncall_number_avholloway
Goto End of Script False
/* In Jan, from the sixthteenth to the thirty-first, John is on call */ If (today.date >= 16 && today.date <= 31)
True Set oncall_number_current = oncall_number_jsmith
Goto End of Script False
Febraury (value == 2) /* In Feb, from the first to the sixth, Anthony is on call */
If (today.date >= 1 && today.date <= 6) True
Set oncall_number_current = oncall_number_avholloway Goto End of Script
False /* In Feb, on the seventh, from midnight to noon, Anthony is on call */
If (today.date == 7 && today.hod >= 0 && today.hod <= 11) True
Set oncall_number_current = oncall_number_avholloway Goto End of Script
False /* In Feb, on the seventh, from noon to midnight, John is on call */
If (today.date == 6 && today.hod >= 12 && today.hod <= 23) True
Set oncall_number_current = oncall_number_jsmith Goto End of Script
False /* In Feb, from the eighth to the twenty-nineth, John is on call */
If (today.date >= 8 && today.date <= 29) True
Set oncall_number_current = oncall_number_jsmith Goto End of Script
False March (value == 3)
..etc, etc, building out the whole year... Default
/* Set the default on call number */ Set oncall_number_current = oncall_number_default
Goto End of ScriptLabel End of Script
End
Main Script Variables
String oncall_number = ""
Main Script Script
...oncall_number = Call Subflow (SCRIPT[oncall-sublfow.aef], oncall_number_current)Call Redirect (--Triggering Contact--, oncall_number)...
In the example of January 3rd, the subflow would execute 4 steps. That's not much at all. Of course you would only call the subflow if the hours called for it. This would eliminate unecessary calls to the subflow.
To update the oncall, just update the script, save, upload, refresh, and then refresh the apps which call it. No down time at all!
I hope that makes sense. If not, ask questions.
Anthony Holloway
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