Using a submenu while waiting in a queue

Question

I have a script that plays a message while someone is waiting in the queue.  The message/script allows a caller to enter additional options, while waiting in the queue, for being transfered out of the queue ("Sorry for the delay, press 2 to talk to this other company, or stay on the line for the next available rep").  One of the options presented to the caller gives them another list of options that transfer them out of the queue ("Press 1 to talk to this company, press 2 to talk to this company, press 3 to talk to this company").  I would like to add an option (and/or timeout value) to allow the member to go back to the queue to continue waiting and NOT lose their original place in the queue.  I have a couple of questions regarding this.
Is there a way to watch a call in the queue so I can see it's positional changes?
If a caller enters the submenu while in the queue and then decides they do not want any of those options, will pointing the caller to the queue label allow them to keep their place?
Thanks
Chris J

Answer 1

Unfortunately no, there's no document that will say how to do these things.
What you will find however, are doucments which talk about the features of UCCX, and then it's up to our creative minds to architect solutions from these features.
For example, if I read that UCCX can make HTTP calls, and that I can set the priority of a caller.  Then my brain immediately thinks: Hey, what if I had a web server with a list of known calling numbers for my VIP clients, and I wanted to increase their priority whenever they called in?  The web server could take a request like: http://webserver/uccx/vip?ani=6125551212, and then do it's lookup and return a customer status of either "VIP" or "Unknown".  In my script I would make the HTTP call using the calling number as part of the URL, and then read the results into a string, finally using an IF step to say: If the return value is VIP then set priority = 10.
You will not see that exact problem/solution spelled out for you in any Cisco documentation however.
So start with these three things:
1. Read the documentation.
SRND
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html
Data Sheet
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/products_data_sheets_list.html
Admin Guide
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html
Programming Guides (stay away from volume 3 for now, and come back to it later.  It's very technical.)
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html
Script Repository (not just documentation, but actual scripts for you to look at)
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html
*Be sure to download a version at your software level or older.  I.e., If you have UCCX 8.5, then download the 7x repo, not the 9x.  You cannot open 9x files in UCCX 8.5.
2. Use this forum.
Ask questions, and use the search, but also do two other things: 1) read every question and answer you can, you might just catch a nugget of information and 2) answer some people's questions.  Even if you don't know the answer, you can research the documentation and/or run a simple test on your UCCX box, and report back.  You'll learn from helping others.
3. Take the UCCXA class.
It's five days of advanced scripting.  Just becareful not to take what they're saying as the only right way of accomplishing something, and question everything they tell you.  Not because it might be wrong, though that's certainly possible, but because you need to understand why a decision was made.
Here's an example of that last point:  I was in a UCCE class, where integration of IP-IVR was necessary.  The lab had us create Cisco Media Groups, but never apply them to any Triggers.  This left the Default CMG on the Trigger and none of the students questioned why we were creating these CMG's.  Because the Default CMG is sufficient to run a Call Center script, it worked.  The students just accepted it as fact: You must create CMG's.  Period.  End of story.  But they learned nothing about why you create CMG's, what they do, or how you use them.
Good luck out there!
Anthony Holloway
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