Cisco Knowledge Share – Proactive call center (part #3)
The next task that has to be covered is how to send an email from the uccx server, once there is an exception from our maximum queue hold time. For that there are two steps to add to your script, one is the ‘Create Mail’ and the other is the ‘Send eMail’ step. The first one will allow you to generate the email message, and set things like the message subject, and message body. One tricky part is that you have to create a contact variable type, just click on the ‘new variable’ button and select the type to be ‘Contact’. Once the variable is there, and you named it mailDestForHoldTimeExceed for example, then your Create Email step properties will look like this: This image was lost when Geocities went down, comment if you need it and I’ll try to reproduce The top line is the email subject; it’s a textual field so make sure you wrap it in quotes. The second line is what goes in the email body and should be used to provide useful information to the message recipient. This field is not trivial, especially for the non programmers in the crowd, like me ;). It took some attempts but finally I was able to get out of it the required info. I wanted to display some basic info to the manager receiving the email, like how long is the call being held in the queue and what is the caller id for the waiting caller. Those objectives were achieved by the following: “calls are delayed for: ” + oldestInQ .toString() +” Seconds ,calling number is: ” + callingNumber The ‘+’ signs are used to concatenate values since the final value the goes in the body field has to be a single string. The oldestInQ is an integer value so it need to be converted to a string, and that is achieved by the .toString() function, then the calling number is a string which gets it’s value from a previous phase in the script where we execute the ‘Get Call Contact Info’, as shown: This image was lost when Geocities went down, comment if you need it and I’ll try to reproduce Once the email message is composed, it needs to be sent using the send email step; this step takes the email contact variable and a string variable for the email destination. As shown below: This image was lost when Geocities went down, comment if you need it and I’ll try to reproduce There are two results to the Send eMail step, successful and unsuccessful, if you want to do something in case the email fail, you have the option to. That’s it, an email message will be sent out when those two steps are executed, just make sure it runs when the timers are exceeded, like I showed in the previous blog entries about this topic. Questions are welcome, Avner.
