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Home > Archive > Voice over IP Cisco > April 2007 > IPCCX Script
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| Mike Lo 2007-04-24, 1:11 am |
| Hi all,
We're using IPCCX 4.0(5) with enhancement edition. Now, we're planning to
deploy a simple call centre over Asia countries. The call flow includes
time-of-day control and holiday table. Since the physical server of IPCCX is
located in HK, so how the script can cater for different time zone? Does
anyone get the sample script for study?
Cheers,
Mike
| |
| Ed Leatherman 2007-04-24, 1:11 pm |
| I think the scripting only does time of day in the server timezone. Could
you use skills based routing with a CSQ for each time zone and assign calls
to CSQ's based on the time of day? Agents could have a skill setting for
csq's in timeperiods where they are working. Is that what you are looking at
doing?
Seems like it would be complicated but I don't know how else to do it.
On 4/23/07, Mike Lo <milkchai71@gmail.com> wrote:
>
> Hi all,
>
> We're using IPCCX 4.0(5) with enhancement edition. Now, we're planning to
> deploy a simple call centre over Asia countries. The call flow includes
> time-of-day control and holiday table. Since the physical server of IPCCX is
> located in HK, so how the script can cater for different time zone? Does
> anyone get the sample script for study?
>
> Cheers,
> Mike
>
>
> ________________________________________
_______
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
--
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations
| |
| Matt Slaga \(US\) 2007-04-24, 1:11 pm |
| This kind of functionality is not inherent in the IPCC Express product. If you are truly looking for a global solution, you really should look at IPCC Enterprise.
What you can do:
Ed is on the right track here with setting time of day routing for each time zone. However, you will have to manually adjust for any US time zones twice a year, unless you do some crafty Java steps to determine when DST turns on and off.
My 2 cents…
Matt
From: cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] On Behalf Of Ed Leatherman
Sent: Tuesday, April 24, 2007 8:23 AM
To: Mike Lo
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] IPCCX Script
I think the scripting only does time of day in the server timezone. Could you use skills based routing with a CSQ for each time zone and assign calls to CSQ's based on the time of day? Agents could have a skill setting for csq's in timeperiods where they are working. Is that what you are looking at doing?
Seems like it would be complicated but I don't know how else to do it.
On 4/23/07, Mike Lo <milkchai71@gmail.com > wrote:
Hi all,
We're using IPCCX 4.0(5) with enhancement edition. Now, we're planning to deploy a simple call centre over Asia countries. The call flow includes time-of-day control and holiday table. Since the physical server of IPCCX is located in HK, so how the script can cater for different time zone? Does anyone get the sample script for study?
Cheers,
Mike
________________________________________
_______
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
--
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations
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| Carter, Bill 2007-04-24, 1:11 pm |
| I don't have access to the script, but we have done this using lookups
to a XML file. Calls for a CSQ look at the server time then + or -
hours to match the local time zone.
________________________________
From: cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] On Behalf Of Matt Slaga (US)
Sent: Tuesday, April 24, 2007 8:07 AM
To: Ed Leatherman; Mike Lo
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] IPCCX Script
This kind of functionality is not inherent in the IPCC Express product.
If you are truly looking for a global solution, you really should look
at IPCC Enterprise.
What you can do:
Ed is on the right track here with setting time of day routing for each
time zone. However, you will have to manually adjust for any US time
zones twice a year, unless you do some crafty Java steps to determine
when DST turns on and off.
My 2 cents...
Matt
From: cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] On Behalf Of Ed Leatherman
Sent: Tuesday, April 24, 2007 8:23 AM
To: Mike Lo
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] IPCCX Script
I think the scripting only does time of day in the server timezone.
Could you use skills based routing with a CSQ for each time zone and
assign calls to CSQ's based on the time of day? Agents could have a
skill setting for csq's in timeperiods where they are working. Is that
what you are looking at doing?
Seems like it would be complicated but I don't know how else to do it.
On 4/23/07, Mike Lo <milkchai71@gmail.com > wrote:
Hi all,
We're using IPCCX 4.0(5) with enhancement edition. Now, we're planning
to deploy a simple call centre over Asia countries. The call flow
includes time-of-day control and holiday table. Since the physical
server of IPCCX is located in HK, so how the script can cater for
different time zone? Does anyone get the sample script for study?
Cheers,
Mike
________________________________________
_______
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
--
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations
________________________________
Disclaimer: This e-mail communication and any attachments may contain
confidential and privileged information and is for use by the designated
addressee(s) named above only. If you are not the intended addressee,
you are hereby notified that you have received this communication in
error and that any use or reproduction of this email or its contents is
strictly prohibited and may be unlawful. If you have received this
communication in error, please notify us immediately by replying to this
message and deleting it from your computer. Thank you.
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