Reading Data From XML Documents in UCCX

Have you ever wanted to do any of the following from a Contact Center application?

  • Read a schedule from a local document, rather than having to use script editor to edit schedules
  • Be able to load a schedule from a web server, so you didn’t even need to touch you CCX server
  • Bring in external data without UCCX Premium
  • Bring in external data from a database there isn’t a driver for

All these and more can be done by reading XML formatted data either stored in the local repository, or served from an external web server, and retrieved using the Create URL Document or Make REST Call steps. Since you are able to read from a web server, any web programing language, like PHP, ASP, or JSP, could be used to retrieve and format the data.

Once UCCX has the XML formatted data, the Get XML Document Data step uses the XPath syntax to get data out of the document. This is a powerful syntax for reading data from XML formatted documents, as we will explore here.

In this post, we will use the Make REST Call step to retrieve information from the REST interface on the UCCX server, which provides easy access to a remote source of XML formatted data. Continue reading

UCCX Work Timer Expired Not Ready Reason Code

I recently ran into a situation where agents in a call center that had a Work timer and reason codes enabled where going into Not Ready with a system reason code: 32758 (Work Timer Expired).

The agents and queue were configured so that the agents would become available again after the work timer, and the majority of the time they were. What we discovered, with TACs help was that these were instances of a non-ACD call in or out to the agent phone being active when the work timer expires.

The agent states in a normal scenario would be as follows: The agent is in a Ready state, a call is presented, and they go into the Reserved state while the phone is ringing. Once the call is answered, they go into the Talking state, followed by the Work state when they hang up, and the 10 seconds later they go into the Ready state.

In the cases where we were seeing “Work Timer Expired,” the agent starts in a Ready state, goes through the reserved and talking states as above, and Work when they hang up. Then they either place an outbound call or receive a call directly to their extension, not through UCCX. Once the work timer expires, they are placed in the Not Ready (Work Timer Expired) state for the duration of the non-ACD call, and when that call is completed, they are returned to the Ready state.

In short, assuming the agent and queue are correctly configured with Auto Available, the 32758 (Work Timer Expired) reason code should be read as equivalent to the non-ACD Call reason code.

Check out my other UCCX posts.

UCCX Automatic Call Distribution (ACD) Part 2

In my last post, we looked at configuring UCCX Queues, Skills, and Resource Groups. In this post, we will look at Agents, Supervisors, and Teams. These are how UCCX manages the call center employees. Agents (or Resources) are the people that  answer the incoming phone calls, or are assigned outgoing calls. Supervisors are usually the call center managers, although this capability may be assigned to other people, such as marketing, HR, or IT employees. Teams are administrative groupings of agents, supervisors, and queues.

Configuring Agents (Resources)

In UCCX, agents are referred to a Resources. A Resource can be assigned skills, be assigned to a Resource Group, or both. Agents are the people that calls are directed to, based on skills or resource groups.

The Agent capability cannot be assigned directly to a user; to make a CUCM user a call center agent, find the end user in UCM end users, and assign the user’s phone as a controlled device. Once you click save, you will be able to select a line from any of the controlled devices as the IPCC (IP Contact Center, one of the various names UCCX has had) extension. The extension used for UCCX must not be shared, and should be the first line on the phone. Once a UCM end user has an IPCC extension assigned, they have the agent ability assigned automatically. Continue reading

UCCX Automatic Call Distribution (ACD) Part 1

Automatic Call Distribution, or ACD, is one of the most fundamental features of any call center software. It includes taking calls, queuing them until a qualified agent it is available, and transferring the call to that agent. There are a number of components that make up ACD in UCCX, which I will address over several posts. This page assumes you have installed UCCX, and run through the UCCX initial setup.

Queues, Resource Groups, and Skills

In this post, we will deal with queues, and the ways to assign agents to them.

Resource groups are a static group of agents that can be assigned to one or more queues.

Skills based routing can be configured to require an agent to be assigned one or more skills, and at a minimum level, before calls can be routed to them, and route the calls to agents based on the skill level assigned to them. Queues can be configured to route based on a number of functions based on the agent’s skill level, high to low, low to high, and based on weighting. Continue reading