Updating a Variable in a different Script
I manage an IT help desk for a mid-size law firm and I am working on updating our UCCX script. One feature that is desired is the ability to have a varialbe greeting if there is a know issue. i.e. 'Email if Office XYZ is down. If you call is pretaining to this issue, we aware of it and are working on the issue"
I found in the sampe scripts the basePromptRecord script which is a great start. This would be a separate scritp and trigger for only my IT group to call into and update the 'promptOutage'. I can also figure out how to prompt IT and set t boolean variable to true or false to enable or disable the prompt.
Now to my question. Like a subflow script. Is there a way to not run a subflow but simply check an existing varialbe in a separate .aef script and base an If then stament on it.
The idea for the call flow. The Main trigger for the help desk is hit. The script currently hits a subflow to check to see if it is a holiday. False move on where this booleanOutage varialbe would be checked and if it is true play the outage prompt then feed into a menu. 1 to log the call as yes that is what they were calling about, 2 no I'd like to go into the help desk queue.
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thanks a lot
thanks a lot
Updating a Variable in a
I'll look some more. I am pretty sure that there was something like what you are looking for.
Updating a Variable in a
The script repository does not have any thing like what I am trying to do. The emergency script allows you to turn on or off an emergency.
Updating a Variable in a
I know that the original sample script I used did in fact provide that functionality. I reduced it for our needs. I used script_repository_701 zip file which is on this site under downloads. Sub-folder script_repository\CCX 5.0\release1\scripts. Hope that helps
Updating a Variable in a
Trying to do something similar but instead of having one emergency prompt our help desk would like to record 9 canned outages (professionally recorded Email, Virus alert, internet down etc....) prompts and a blank one (1/4 sec long). Iif an outage occures then a help desk manager dials in and activate the related outage prompt (one of the ten prompts). The prompt will play in the main script logic when someone calls in for help before any other prompts. Later, when the outage is resolved the same manager dials in and select the blank prompt .
Not me that is for sure!
Not me that is for sure!
Updating a Variable in a
Anyone have or have access to a good recording voice?
Updating a Variable in a
We have an oncall phone and the script handles routing. We enter an on call status 9pm Friday night. The script allows the caller to leave a message (non emergentcy). request a callback which prompts for the callers number, then calls the oncall cell and gives the tech the option to connect back to the original caller. I'm looking into setting the oncall phone number is as a parameter. This way we can update who's cell is on call and without having a dedicated on call cellphone.
Now my question. My script works for planned holidays. How do you handle early closures do to snow or other items.
Updating a Variable in a
Just put a subflow in the start of your script that checks a database or XML file that looks for an alternate greeting.
Updating a Variable in a
Thanks. I do the same thing for the holidays. I have three subflows before the root of the script. One that checks for holidaze. One to check for a known outage. and one to check for agent and next level agent availability. Still working on cleaning up the scripts and some basic documenting (in my spare time)
Updating a Variable in a
While we are on the topics of IT Helpdesks... What do you guys do about holidays and when nobody is at the helpdesk????
I was thinking about that recently... Do you just reroute the call to someones cell phone via a script or is that really something through call manager?
Updating a Variable in a
I have the greeting creation script and subflow completed. Shoot me an email and I will send it over.
Updating a Variable in a
I have the base script recorder finished and the subflow, but I rather not post it here as I've found some Cisco partners will reuse my scripts and charge customers for it.
(I used to work for a partner and went to a customer only to see them using my script which they were charged 5k for.)
Updating a Variable in a
Do you have a recording prompt script that auto uploads the script to the respository?
Updating a Variable in a
its a very ugly script. I can intergrate the sessions into your script if you like, if not I can post mine.
Updating a Variable in a
I can guaranty that mine is not any prettier. ;-)
Updating a Variable in a
I just wrote a test script using sessions and it works like a charm. A lot easier than doing it with XML.
Updating a Variable in a
Would you mind sharing it? I am working on cleaning my script up to post it.
Updating a Variable in a
Use the session varible? You can use a session varible to run a subflow which plays an annoucement. for example You call the alternate greeting script that records the "EMail is down etc.." then sets a variable with a session ID. Each time a caller calls in it checks to see if that session ID exists and if the alternate greeting is "true" then runs the subroutine that plays the message. The only issue depends on how busy your helpdesk is because the session varible times will timeout. I think the default is 30 minutes soo if you don't get a call within 30 minutes it will timeout and not run the alt. greeting.
I have a script in place and
I have a script in place and I released it to a test group within my firm yesterday. It is not the cleanest of scripts as i am relatively new to scripting but is works for our needs. At this point it is not well documented for general release. There are several point that I struggled with to figure out and other may wonder how it fits in etc. I'd be happy to email it to you put would not want to post it yet. I can also answer any questions about it.
russell.laplante@hro.com is my email.
Updating a Variable in a
I am looking for a saimple script that does exactly this. Any sample script or build would really be a great help.
Updating a Variable in a
Russell,
What you are referring to is certainly possible, I have done this for several customers. The trick is you need 1 central place to update the "variable or boolean" value that triggers the main script to play the outage notification to the user. Here is an outline on how I have accomplished this before.
1. Main script - main script will check for holidays, once it's past that it will use the XML steps ( Document ) steps in the Editor to import and read or traverse an XML file that you upload to the documents repository. This document has 1 child node called "Outage", if the value for Outage is set to true then your if/else statement or Switch statement in the script will immediately play an outage notification. If it's set to false normal call processing will occur.
2. The "Backdoor" or IT Admin script allows an administrator to dial into a 2nd seperate script to update the value of the variable "Outage" in the XML document. This scripts would play a prompt saying "press 1 for outage" and if you pressed 1 then it would write via the document steps to the IVR file and update it to true.
Is that what you were getting at? If so let me know, I can point you in the right direction on Cisco and give you some docs to get you going. I also have a sample sript or two laying around here that does some of this.
Updating a Variable in a
Hi,
I am looking for something similiar. With the Holidays coming up, I need to allow our contact centers to play a holiday message duing Christmas day and then switch back to the normal call process. Do you have a sample holiday script I can model from?
Thanks,
Joe
Updating a Variable in a
Cisco has already written a script like this. Check out the script respository.
This sounds like the solution
This sounds like the solution I have been looking for to setup a bad-weather greeting. I too would be interested in seeing the makeup of the script.
Thanks
Bill
Updating a Variable in a
That sounds very close. Yes Please, if you have a sample to build off of that would be great. I had one person tell me that xml was the path to take but that is all he provided. I would like to incorporate the enable / disabling of the prompt into the same scritp that allows them to record it. I already have the record peice from the BaseRecord script off of Cisco's site (same one as you have on this site).
Thanks
UCCX 7.0.2 CCM 7.0.1
UCCX 7.0.2
CCM 7.0.1