CCT Scripts rather than GUI

[dass2]

Hi,

Does anyone know if their is another way to view CCTs? The usualy Graphical method is great for users who dont have any logical understanding but I find becomes confusing when trying to explain concepts as a Call routing solution can involve X amount of tables, some have more than 20. I want to know if their is a script or program code that I can view in order to advance and answer questions more quickly???

 

[chris13]

the cct-commands are stored in the db (tables cct*). It's hard to trace a call-flow that way (I miss some documentation), but its nice to do some queries:
- list groups and the ccts in which they are seleced, including priority
- show the ccts which have a dial step to a specific number
- where are extension steps in use
...

To get the big picture concerning callflows I had the same problem. My solution was to define ranges of cct-numbers.

1st digit shows what the cct does:

100-199 initial ccts, transfer to IVR
200-299 back from IVR, standard-routing, (no overflow)
300-399 back from IVR, IP-NIQ routing outbound (with overflow)
400-499 IP-NIQ inbound (local queueing)
500-599 Overflow 1 to external partner using dialout
600-699 Overflow 2 to another external partner using dialout
700-799 back from IVR, direct transfer to external partner using dialout (during the nights).
...
The 2nd and 3rd digit define the hotline/theme.
Every CCT has its own application.
That way I can show the different stages of callflow in customview. And when I query applications and dispositions of calls from a specific DDI, I can see what is going on:
when there are calls with apps 3xx and 6xx, I know this line uses IP-NIQ, and has "overflow" to two external partners using dialouts, but the first of them did not take any of the calls.
Shure, there are many more details, but I think you get the Idea...
It was just a try to get around with these many different ccts and the different things they do. Far from perfect, but this solution was a good base for our reporting. It has saved me countless hours of opening and closing ccts for >3 years now
A lot of work to explain and document the different routing-concepts to my co-admins (detailed) and callcenter-management (highlevel), but after that we talk the same language.

 

[dass2]

I see what your saying, but arent the CCTS compiled in C? Ive started doing all my CCTs like basic now i.e goto return steps etc. This way I can advance to different parts without having to use all the fancy graphics etc. I basically have a script for each CCT and each CCT has a series of steps and and appendix. The appendix lists the contents of any Announcments or prompts. Only time will till if this method works :/

 

[RobertParker]

There are 5 tables in the Database that will help you with the info you are looking for...

The Tables are as follows

cct
cctstep
ccttoken
cctvariable
cctwit (not really important here)

Fields are
cct
cct_num (CCT Number)
major_version (set of cct)
minor_version (secondary version of each)
description
app_num (Application Table)
tenant (Identity of owning tenant)
status (0 = locked, 1 = unlocked)
userid (id of user who modified last)
last_save (date of last save)
last_load (date of last load)
last_major_ver (last secondary set 0=release; 1=Edit set)
modified (cct modified)

cctstep
cct_num
major_version (set of cct)
minor_version (secondary version of each)
step_num (step num within cct)
command (command index)

ccttoken
cct_num
major_version (set of cct)
minor_version (secondary version of each)
token_format
token_format_size

cctvariable
cct_num
major_version (set of cct)
minor_version (secondary version of each)
step_num (step num within cct)
position (position of variable in each step)
type (cct variable index)
1 = Announcement
2 = Mailbox
3 = Variable
4 = Step
5 = CCT
6 = VariableList
7 = DigitCount
9 = DialedNumber
10 = Extension
11 = SystemVariable
12 = Relationship
13 = NumericConstant
14 = NoResource
15 = Application
16 = TrunkGroupType
17 = TrunkRoute
18 = DNIS_DDI
19 = ANI_NUM
20 = Priority
21 = Seconds
22 = Link
23 = AgentGroupType
24 = AgentRoute
25 = AdminGroup
26 = AdminRoute
27 = AuxDevGroup
28 = AgentDevRoute
29 = AgentSuperGroup
30 = AgentSuperRoute
31 = Subtype
34 = ReqNewTrack
35 = ReqNode
36 = MailboxPrompt
37 = Date
38 = Time
39 = WeekDay
40 = MusicSource
41 = RemoteApplication
42 = RemoteTrunkGroup
43 = RemoteLink
44 = RemoteAgentGroup
45 = RemoteAdminGroup
46 = RemoteAuxDevGroup
47 = RemoteAgentSuperGroup
Value (Value of Variable)

Of course this is just the data from the db - you need to pull a query to obtain the info your looking for - make sure your query is using "major_version = 0" for the cct's in release...

I can go into further detail and give an example of a joined query if you like - let me know...

 

[RobertParker]

Note - error in posting on my part - the field type - below that I ment to tab over one more to show that the numeric entries are defined data variables...

type - CCT Variable - Each cct variable is mapped to an index
below type is the index mapping

 

[chris13]

that's nearly all the DB-shows about ccts. most valuable for queries is the table cctvariable. But I'm not shure if it's complete: Last year I tried to find the values for IP-NIQ-Nodes/-Routes used by the IP-NIQ-step. As far as I remember it's neither 22 (Link) nor 43 (remote link).

And you'll find just references to steps which use(!) one of the defined variables.
I'm missing a table containing the "cct-commands" itself like if, finish...