UCCX Script :: Get Reporting stats

Hi All,
I have a few questions regarding the "Get Reporting stats". The values like Exp waiting time, Avg hold duration, current wait time. Where can I find the formula for this? Will this parameter work if no agent is logged in? lastly can I add these any arbitary wait duration in the script if the system cannot calculate ( if no agent are logged in) ?

Hey thanks Cris this makes sense. For no agent logged in i was getting wierd values. Got what i was looking for.
Here are a couple of links that might be usefull for ppl with similar query:
http://developer.cisco.com/web/ccxs/forums/-/message_boards/message/19113652?p_p_auth=6DGreJit
https://supportforums.cisco.com/message/398471#398471

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UCCX scripting, Voicemail?

I'm creating a new UCCX script and I have a question regarding voicemail fwd when no
agents are available. I know that I need to add the 'Get Reporting' stat before the menu,
but I'm not sure where to place it. Also, I wanted to make sure that I wouldn't be using
to many uccx ports. I have attached the script . I will appreciate if someone can edit it for me.

mislam2
I place my get reporting step right before a caller would go to the queue. If not agents are available or the average queue time is too high I set a transfer string variable and send the caller to the voice mail box.
You should not have to worry about using too many ports. Once the caller is transferred the uccx port is done with the call.
HTH

UCCX Scripting issue

Hello,
I'm desiging a UCCX Script , If No agents Logged In -> Yes, There will be a prompt -> End
If No agents Logged In -> No, There will be two prompts
Prompt1: If you are calling for CC issue, press 1
Prompt2: If you have TS question, press 2
If caller press either 1 or 2 there will be a prompt : Please note call may be monitored for QA -> then call will be in the Queue to agents
If caller won't press neither 1 nor 2 call should move to Receptionist Ready status check and if receptionist avalable, there will be a prompt :If you have other inquiries ,press 0 and then call will be in Queue to Receptionist.
If Receptionist is not avaialable, there will be a prompt : Thank you for calling please call back at a later time -> End
Hope you understood, If caller didnt press either 1 or 2 call should jump to Receptionist ready status check .
How can I accomplish this within the script after playing two prompts if No agents Logged In -> No?
Can any body suggest me which step to be used on this occation?
If would appreciate if you can explain me in details.

You will need at minimum 1 variable: an Integer and named something like "logged_in_agents"
You will need at minimum 3 steps: a Get Reporting Stats step, an If step, and a Menu Step.
Looks something like this:
Variables
int logged_in_agents = 0
Script
...your beginning script steps are omitted...logged_in_agents = Get Reporting Statistics (Logged In Agents in "HelpDesk_CSQ")if (logged_in_agents == 0) true menu option 1 ...whatever menu options you have... false menu option 1 ...whatver other menu options you have...

Question on "Get Reporting Statistic" and If statement issue

Hello
I worked up a "Get Reporting Statistic" in my script that looks for agents that are in the Not Ready state.
Report Object:    CSQ IPCC Express
Field:     Not Ready Resources
Row Identifier:    Queue_Name
Result Statistic:    Not_Ready_Resources
I have an If then statement:
If(Not_Ready_Resources <1) then
True - go to a prompt
False - go to the queue
It seems like this is behaving backwards. When I am logged in on my agent it seems to follow the True step which it should go to the queue. When I am logged out it goes to the false step, to the queue.
Any thoughs on why it would behave backwards?
thanks

Apologies, replying via the email interface is a bit annoying.
Your code is a tad confusing to begin with. Why are you checking to see if there are people in the not ready state before trying to queue?
Instead a cleaner flow would simply queue first, play the prompt and any other actions in the queue step. This way your person is immediately placed in the queue and if someone is available they go straight to them otherwise they will hear your prompt. If I am understanding your code properly, the if statement is unnecessary.
Regardless, why are you checking for agents not ready? (I'm honestly curious). Is there something more specific that needs to happen if an agent is not ready? Otherwise, your flow should be checking for Agents in the ready state
if(Agents_Ready > 0)
     true:
          queue
     false:
          prompt
but again this is entirely irrelevant considering:
Select Resource Step
     queue:
          prompt
          // no available agents
     connected:
         //agents ready
Perhaps I am completely misunderstanding? Apologies if that is the case.

How to get tomorrows date in UCCX script

I am trying to determine how to get tomorrow's date in UCCX. I am wanting to determine if today is the last day of the month by checking if tomorrow is the 1st day of the month. I currently use D[now].date to get today's date in some scripts. I tried the set command tomorrowDate = D[now].date + 1 and it showed 28 when today is the 27th, but I was thinking this was just adding 1 to the number returned by D[now].date and not actually showing the next day's date. I am thinking this might return 32 on Jan. 31st.
Does anyone know how to get an acurate tomorrow's date in UCCX scripting?
Thank you,
Mark

I got this to work after reading nowcommsupports' post. I hadn't thought of setting a date for a month with 31 days to 32 and having it converted to the 1st day of the next month. I did it something like the below:
variables:
todaysDay     int     D[now].date
todaysMonth int     D[now].month
todaysYear     int     D[now].year
tomorrowsDate     String     ""
tomorrowsDay     int     0
set tomorrowsDay = todaysDay + 1
set tomorrowsDate = D[todaysMonth + "/" + tomorrowsDay + "/" + todaysYear]
set tomorrowsDay = D[tomorrowsDate].date
If the date is past the last day of the current month, it will role over to the next month. For example, 1/31/11 + 1 = 1/32/11 which is converted to 2/1/11 by the system.
Now I use the int variable "tomorrowsDay" in the routing logic of my script knowing if it equals 1 then today is the last day of the month.
I put this here in case it may help someone else and for my own records. I needed to know if it was the last day of the month for different hours of operation in our help desk script.
Mark

DB Read error from UCCX Script

Hi All,
We are running uccx 7.0.
Trying to return data from DB using stored procedure from the uccx script.
We are able to run this when we pass explicit value instead of variable ANI.
But whenever we provide variable ANI, we get below
error: SQL statement varible not defined : ANI
Query which provided in the DB Read as below,
select * from table(credit_back.fun_select_point($ANI));
Request your help on it..
Regards,
Shalid K.C

Yes Gergely.
we have created new script and when i add DB Read function in the script, it is not allow to apply it, same time it is giveing the above mentioned error.
but when i test it with explicite value it is working.. .not working by providing variable name
Regards,
Shalid

UCCX script and abandoned calls

Hi Guys
I got question about that UCCX script and abandoned calls , so currently we had 4 different script for support the call follow .
So the Main script is just AA let the people select menu 1 , 2 ,3 then go to different queue , after select 1 (for example) then call-direct to second script trigger number and coming into the queue .
Unfortunately , the system counter the action to be an Abandoned call , I already open the case about this issue and the TAC did not found any configure issue on UCCX , from the log we can seem all the REDIRECT,lrd=5000 is abandoned call .
23811205: Apr 28 13:01:44.257 GMT+800 %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=37148,implId=151183/1,state=STATE_RECEIVED_IDX,inbound=true,App name=APP0,task=null,session=null,seq num=-1,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=null
23811420: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(5030) JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23811424: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23818414: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(239) JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
23818421: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
Please give some advice about that and I am look forward to heard from you guys soon .
Thanks

Hi Jon
I was tested "Set Call Contact Info step to mark the call as handled" last night , but not working .
so in the get call contact info properties , I was used last Redirect number to nest trigger number .
but not working .
so have got any idea about that ?
thanks

UCCX CUIC Interval report on calls to an application

Within CUIC I can do an interval report per CSQ, this is great as I can see the calls per hour for a given or group of CSQs. However in my script logic, well before a call is assigned to a CSQ we check for opening hours and holidays etc so those calls are never assigned to a CSQ, is there an easy/good/recomended way to be able to see from within CUIC how many calls per interval were recieved into a given application or DN in the 'closed' hours for that contact centre? I can probably hack something together with an export of the call-by-call cdr report and excel, but something that's easily display-able in CUIC would be better.
In a similar thread, ideally I'd like to be able to report on abandoned calls per application rather than per CSQ to be able to determine dropped calls during the menu logic prior to CSQ selection, are there any recommended tactics for this?

Hi Ian
I hope you're keeping well up there?
1) OOH Calls - there are a couple of reports prefixed 'Application' that report on the Application (i.e. calls to app x, including those that never reach a CSQ). AFAIK they don't do 'intervals' out of the box however.
2) Those 'Application' reports will also give you some abandon stats. Again, no interval function!
The other thing is how granularly you want to report - some customers use 'set enterprise data' steps in the script to save 'progress', e.g. 'answered', 'support menu 1' etc could be tagged as the call proceeds through the script, so you can then report on where folks are dropping out.
Custom reporting would be an option to get whatever stats you want out of it, integrated into the CUIC interface... but that process can be a good few days work.
Regards
Aaron

Get Reporting Statistics: What resulting statistic values?

Cisco CRA Editor 3.5(3)
In the script we are doing a " Get Reporting Statistics " step to get the agent state
What resulting statistic values?
"Ready" does not approach

Create a String variable to store the agent state and set Result Statistic in the Get Reporting Statistic step to this variable. You can then reference this variable in future steps such as If AgentState == "Ready".
Hope this helps. If so, please rate the post.
Brandon

UCCX scripting to invoke Web Serivces?

Hi,
I am working on UCCX 7.0(1). My task is to write a UCCX script that would invoke a call to web services. Below is the details of what Iam trying to achieve-
1) Send a request as "http://L01oh055841Z2KX.cardinalhealth.net:9084/wsa/services/WsDWLServiceControllerAdapter". This involves appending an XML doc that would be the input parameter to the web services adapter. I use the Create URL Document step from the script pallette but have no idea how to send the XML document that would act as a parameter to the adapter in the above link..
Has anybody tried this before?
Thanks,

Anthony,
My thask is similar to original poster's task. I'm trying to follow your guide. Problem is, when I try to create application and select my script (that uses custom java class), I get message - Error occurred while loading script. Check log for more details. Which logfile do I check? Is it CRS engine log? I looked thet up and it contained nothing more that keepalive reports. Actually I went through all of them and found no error messages. I suspect that I should turn up tracing, but I don't like the idea of turning on trace for all subsystems. Maybe you could tell me which subsystem I should investigate further?
Thank you!
Ervins

Uccx script, que for three minutes and route offsite ?

Good afternoon,
i am trying, to get a call in que for three minutes to route somewhere, ultimately offsite...script editor seems way to input driven for a wait x and go to here step..is there a simple example, and i have googled to death the web, of a real script that has a current wait duration =x then go to off site number around out here?
it would be much appreciated.
thank you

It's unlikely that you will get exactly a three minute cut-off. The way most do this is to check the Current Wait Duration (in seconds) using the Get Reporting Statistics step every time you loop through your queued loop. Following the Get Reporting step you would use an If statement to evaluate if the variable is >= 180. In the True branch you would use a Dequeue and then a Call Redirect step. In the false branch you would continue your nomal queued logic.
Select Resource
-Selected
-Queued
--Label: QUEUED LOOP
--Get Reporting Statistic (Current Wait Duration)
--If contactWaitDuration >= 180
---True
----Dequeue
----Call Redirect
---False
----Nothing
--[normal queued prompt/MoH/etc]
--Goto: QUEUED LOOP

Get Reporting Statistic - Not Ready Resources

Hi All - I have a script that currently checks for LOGGED IN agents .. If there are none, it goes to a voicemail. We have agents all over the globe and unfortunatly some stay LOGGED IN, but in a NOT READY state. Therefore the call goes into queue, and not routed to the voicemail.
Does anyone know, if I change the "get reporting statistic" to look for NOT READY agents, vs. LOGGED IN agents, does it consider agents on a call "not ready"? Or will it look for agents that specifically put themselves into a NOT READY state?
Thanks
Jeff

Hello Jeff, the agents on an active call will not count for the Not Ready state. When receiving the call (ringing) they will be placed in Reserved state; while the call is connected they will be in Talking state and after the call ends they could be placed in Work state for a while.
HTH
Pablo

SUBMIT REPORT statement issue in abap

Hi Experts,
I am facing issue while doing SUBMIT REPORT statement.
Below are the details for the Issue:
1. We want to execute another report ZTEST2 from one report , so we have written code in report ZTEST1 as below:
SUBMIT ZTEST2 AND RETURN.
2. It goes to ZTEST2 successfully but when we execute ZTEST2 and click on BACK buttton , it directly goes to ZTEST1 selection screen.
Instead we want to go ZTEST2 program's selection screen. As this back button is standard ALV button is there any way we can handle this without creating new PF-STATUS.
Regards,
Sanjana

That's very limiting.
It depends, there are some things you can do if you ztest2 does something that is traceable.
Without any more info I suggest to check time-lapse between submit calls. If it's inferior to 2 seconds I'd suppose user want's to leave.
mind you the syntax is wrong:
do.
g_initial = get time.
SUBMIT ZTEST2 AND RETURN.
g_final = get time.
if g_final - g_initial <= 2.
exit.
endif.
enddo.
For the user is in most cases transparent, only if he remains a lot of time in selection screen he'll remain there.
regards,
Edgar

UCCX Scripting - Open/Close time of day is different on some days

All,
I currently have a simple UCCX script with a DOW and TOD variable set, but need to make an adjustment to accommodate a new schedule for a call center queue. My DOW is Monday - Friday, and TOD is set to 8am-5pm. I need to make a change to where say Wednesday is set to not close the queue until 10pm. How do I make that happen?
This is the way it shows in the editor:
DOW: Monday-Friday
+open:
++8am-5pm:
+++Goto yadayada
++TheRest
+Closed
If I need Wednesday's queue to stay open between the hours of 8am and 10pm, what logic do I need to put in? I'm thinking I'll have to add an IF Statement, but not sure where to start. Any ideas?

I was able to figure this out. Below is what I did:
Created two new Day of Week options and selected the corresponding days. Under each, I moved the Time of Day statement and assigned the time ranges, then selected the goto statement and assigned it as needed per my script.
This should provide the logic I was needed.

How to update XML file through UCCX script ?

Hi,
I have an UCCX script with MENU step. One of the step is for technical support team. When caller chose this step, information about date and time of the call and calling number should be recorded on a XML file located on the web server.
This XML is uploaded into the web server , but I don't know how to update it through UCCX script.
Here is how the XML file looks like:
<?xml version="1.0" ?>
<rss version="2.0">
<channel>
<title>CALL LOG</title>
<link></link>
<description>Support Call log</description>
<ttl>1</ttl>
<item>
<title>2011-08-24 14:56:39 - 00044 123 123 123</title>
<link></link>
<description></description>
</item
</channel>
</rss>
Any idea?
Thanks,
O

Hi
The 'keyword transform' step uses the template XML file to generate the actual XML file you want to post... the template would be a plain text file uploaded to the repository, and would look like so:
<?xml version="1.0" ?>
CALL LOG
Support Call log
1
%%calldatetime%% - %%clinumber%%
Now - if you had that bit of XML, with correct time/number in it - have you verified know that you can definately just post that XML to a certain URL to get it on the server? Check with whoever manages that server exactly what you need to do to get it to appear - then worry about how you do that from UCCX. It may not be a matter of posting up that XML, you may need it in a different format or something..
Aaron

UCCX Script :: Get Reporting stats

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