I have about 20 skills in my environment and business wants to make a change to add 1 skill for overflow but wants the ability to check all 20 skills and if 8 calls are holding across all 20 skills to over flow any new calls to this overflow skill. I'm not sure of anyway to check the status of all skills we have in our CM. If anyone can shed some light on if this is possible, please let me know.
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- Thread starter Jsaunde7
- Start date
montyzummer
IS-IT--Management
it is possible using system variables , using collect and subtract in two vectors that looks at the value of the var and another that queues to overflow , in the overflow you would have a
set q = q sub 1
queue to overflow skill
if you get the jist let me know and i will explain further
ACSS (UC/SBCE/SM/SME)
Not that they mean a thing anymore , get a brain dump pass the test crash the system.
set q = q sub 1
queue to overflow skill
if you get the jist let me know and i will explain further
ACSS (UC/SBCE/SM/SME)
Not that they mean a thing anymore , get a brain dump pass the test crash the system.
- Thread starter
- #3
Two possible ways to implement this by external programming.
1. If your environment has AES and adjunct routing enabled, pass the routing request to a TSAPI program, the TSAPI program query all the hunt group extensions the number of waiting call and decide which VDN number to route the new call.
2. If you know OSSI programming, you write a program to query the number of waiting call for each skill and update a CM variable the sum of the waiting calls. You vector program then query the value of the CM variable to make the routing decision.
1. If your environment has AES and adjunct routing enabled, pass the routing request to a TSAPI program, the TSAPI program query all the hunt group extensions the number of waiting call and decide which VDN number to route the new call.
2. If you know OSSI programming, you write a program to query the number of waiting call for each skill and update a CM variable the sum of the waiting calls. You vector program then query the value of the CM variable to make the routing decision.
- Thread starter
- #5
You need to program a vector for a VDN, for example add a step to adjunct routing the request to a CTI.
Also, you need to develop a TSAPI program, use API such as cstaRouteRegisterReq() to register your TSAPI program as the route engine for new calls for a specific VDN.
Once a route request is sent to your TSAPI program, you use TSAPI cstaEscapeService() to query the ACD hunt group status, you can get waiting call of each ACD hunt group one by one. Once you have all the information, your TSAPI then tell CM the destination of the call by API cstaRouteSelectInv().
Also, you need to develop a TSAPI program, use API such as cstaRouteRegisterReq() to register your TSAPI program as the route engine for new calls for a specific VDN.
Once a route request is sent to your TSAPI program, you use TSAPI cstaEscapeService() to query the ACD hunt group status, you can get waiting call of each ACD hunt group one by one. Once you have all the information, your TSAPI then tell CM the destination of the call by API cstaRouteSelectInv().
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