Introduction to the UCCX Script Editor

Install editor from Plugins in CCX Administration

File – New – Templates

Blank Script (Demo)

Debug Pane – To validate script for errors

Contact -> Accept – This will accept the call! Whoever called script is the ‘contact’.

Media -> Play Prompt

Create a Variable

Prompt

‘PromptWelcome’

Parameter

Save aef to UCCX Server (If mapped or save to HDD and upload)

Create Application

Add Script to Application

Choose relevant AEF file

The created Variable is now on the GUI and you can upload a WAV file. When a parameter is ticked, it will be passed to the CCX GUI.

*Application is instance of Script

Create Trigger

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Reactive Debugging

You can debug a script in great detail, by running the debug live during you calling the script.

 

UCCX – 15 – UCCX Provisioning – Part 4

  • Creation of Call Control Group – Pool of IVR Ports or CTI Ports
  • Application – To create or associate the Script, Trigger and CCG.

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Add new Call Control Group from Subsystems – RmCm

When you click Add, you will use the CTI Ports being created, check this in CUCM.

Triggers

Create the Trigger, however we will need an Application available first.

Create the Application, set max number of sessions/calls. Reference the CSQ name here.

**Scripting has not yes been discussed** ICD.aef is the default and is used in the demonstration.

Now add the Trigger through the Application, or via the RmCm menu.

Max Sessions can be set on the Application or Trigger. Application is the Parent and can have many Triggers, so you can limit 50 on the Application with 5 Triggers for example, with a limit of 10 on each. **Uses FIFO on the Application

If the demo we end up with this:

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UCCX – 14 – UCCX Provisioning – Part 3

CSQ based on Resource skill.

Resource Selection Criteria: Most Skilled

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Minimum Competence Level: 5 (Will pickup 5 and above)

This setting is attached to the CSQ.

1-Beginner – 10-Expert

Common CSQ:

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If we set all the Competence level to 1 for minimum, the CSQ will add all the levels together and pickup the highest level:

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If a tie in skills, the longest idle agent is delivered the call. If all agents have the same skill level and there is a tie, it falls back to the next skill.

Weight multiplies the skill level by the weight value.

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Skilled values by weight:

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