HDX scripting variable

[Sylric]

Hi,

It is said that we can use this type of variable with HDX :
Integer
String
DN
CLID
DNIS
Agent ID
Skillset

My goal is I want to send Agent ID, Skillset, and CLID using HDX to an external database.

So what I am trying to accomplish is an agent receive a call on skillset X. After the call, the agent transfer or conference the call to a little survey of two question which is a different Q.

When entering to the second Q script, SEND INFO send AGENT ID, SKILLSET AND CLID. ( takes 1 second...)

After that, agent can hang up and the call continu with IVR for Question/Answer using GIVE IVR and collect data using integer variables. And sending the result to HDX.

With the call ID associate with all SEND INFO, I should be able to put back the data together.

My question, what are the possible variable accessible through CCMS we can send with HDX? I know, I worte it at the beginning of the script but, what I need, it's the format to use.

Like

IF I put : SEND INFO "provider_id", SKILLSET, CLID, AGENT ID does it will return what I want to my HDX?

Sylvain Richard

"Work is like an adventure. You have to fullfill goal to progress in your journey.

 

[KillianK]

you fix this issue? I used to do a lot of this in Nortel, i can search my old docs to help you if you still need help

 

[Sylric]

It's not really an issue, it is more information needed. I want to know what I can send through HDX and what is the variable I can send like if I want to send the skillset information, does the variable is simply SKILLSET? or it is something like SKILLSET%SKILLSET% (example). I'm confuse on the syntax of the variable....

Thank you for your help!

Sylvain Richard

"Work is like an adventure. You have to fullfill goal to progress in your journey.

 

[KillianK]

how i used to troubleshoot in nortel, was using the log command in the scripts, so i could view the hdx commands.

have you had made some tests and had a look at the hdx/tfa traces? I used to look and sql trace also.

I will have a look at my notes now

 

[Sylric]

Hi,

I made some testing. I'm able to pass collect digit to HDX but I can't pass agent ID info neither Skillset information.

Suggestion?

Sylvain Richard

"Work is like an adventure. You have to fullfill goal to progress in your journey.

 

[KillianK]

A good source of information is Host Data Exchange
API Programmer’s Guide.

===============================================================

Copied from CC6 Scripting Guide


Internally, all data types in the HDX are strings. When passed from the script to
the HDX, non-string types are converted to their string representation. For
example, when a skillset call variable assigned in the script with the skillset
SALES is passed to the HDX, it is represented in the HDX as the string SALES
rather than its Skillset Name. When the script receives a skillset from a host
application, the host must pass it as a valid string representation of the skillset.
The string representation of the skillset is converted back to the skillset for use
with the script for queuing.
Example
The following section of script sends a call DNIS number to a third-party
application and then receives the preferred skillset for that customer. The first
line of the script assigns a skillset-type variable named skillset_cv a default
value of sales_sk. Then the script sends the customer’s DNIS number to the
third-party application. The third-party application uses this information to
retrieve the preferred skillset for the customer. The script receives the preferred
skillset information, which is represented by a skillset.
ASSIGN sales_sk TO skillset_cv
SEND REQUEST app_ID DNIS
GET RESPONSE app_ID skillset_cv
IF NOT OUT OF SERVICE skillset_cv THEN
QUEUE TO SKILLSET skillset_cv
WAIT 2
ELSE
GIVE RAN nite_ran
DISCONNECT
END IF

Skillset call variables
With the skillset call variable, you can have a valid Skillset Name only for a call
variable of type skillset. Therefore, no flexibility or ambiguity exists about what
can be passed to the HDX application in the SEND REQUEST and SEND INFO
commands.
The GET RESPONSE command with a parameter of type SKILLSET expects a
Skillset Name to be returned in that parameter. However, the command is not
enforced and no translation is performed between a skillset name and the
associated Skillset Name. Translation between the Skillset Name and skillset
names can be performed using the CORBA control interface to RSM.
Only the raw Skillset Name numbers are sent between the switch and the HDX
and the responsibility is with the application developer to operate within this
constraint. The Skillset Name can be retrieved from the Skillset Configuration
Database view, accessible through programs such as Crystal Reports, Microsoft
Access or Report Creation Wizard, to see the link between the Skillset Name
and the Skillset Name that was assigned by the system.

=======================================================

Dont forget to use the Failure command, example below

The status of the execution of the SQL statement is passed back to the Contact
Center Manager script in the first parameter of the GET RESPONSE command.
The statuses are
?? SUCCESS—The SQL statement was executed without error.
?? FAILURE—The SQL statement execution failed. Consult trace files
(especially ODBC) for further information.
?? NODATA—The SQL statement is

/* The script example sends the CLID of the call to the database
which then performs a lookup and if successful sends the preferred
agent id back to the script. If there is a failure or no data then
a message is logged to the event log and the call is queued to the
skillset instead */

GIVE RINGBACK
WAIT 2
ASSIGN 4 TO HAI_SQLNO_cv /* sql index integer value */
ASSIGN "FAILURE" TO HAI_SQLRESP_cv /* status value string*/
SEND REQUEST HAI_AppId HAI_SQLNO_cv, CLID
GET RESPONSE HAI_AppId HAI_SQLRESP_cv, HAI_AGENTID_cv
WHERE HAI_SQLRESP_cv EQUALS
VALUE "FAILURE":
LOG "Unable to access Host"
QUEUE TO SKILLSET sales_sk
Scripting Guide for Communication Server 1000/Meridian 1 PBX 345
September 2009 Host Data Exchange commands
WAIT 2
VALUE "NODATA":
LOG "No data available from Host"
QUEUE TO SKILLSET sales_sk
WAIT 2
VALUE "SUCCESS":
QUEUE TO AGENT HAI_AGENTID_cv
WAIT 2
END WHERE