Forum

With implementing Longest Waiting into Open Queue I made sure that it would be possible to use it also outside of Open Queue, in fact Open Queue must not even be installed.

When connecting a call to a group, there are a set of different hunt groups selectable:

• parallel
• sequential
• rotary
• random

A Longest Waiting hunt group selection is missing and therefore there was a need to develop it as a new, stand-alone GSE action. I did this already some years ago for a customer project. With Open Queue it was quite natural to put it into, as in Call Center scenarios it is an often needed feature and SwyxWare currently lacks it.

If you want to use Longest Waiting without Open Queue you need to follow the setup instructions in chapter 3.5 of the Open Queue manual. Additionally you have to make sure that the both files

• actionLongestWaiting.ase
• actionLongestWaiting.vbs

are installed as well (see chapter 3.1).

Afterwards you can use the Longest Waiting action directly within a call routing script, as a replacement for the Connect To block. The Longest Waiting action has a similar parameter and return value set so it's in fact nothing more than replacing a Connect To block by the Run GSE Action block to call the Longest Waiting action.

I have prepared a small sample gse script demoing this usage. You can download the script from the project's downloag page (make sure to select the Examples instead of the Releases category).

The following is how the very simple usage looks like:

These are the parameters of the action:

• ProviderParam
  Connect string to the database holding the IpPBXCDR and LongestWaiting table
• Destination
  Number of the SwyxWare usergroup containing all agents who are to handle incoming calls.
• ConnectTimeout
  Timeout in seconds to connect a call to a certain agent (like in Connect To)
• Connect  A l e r t Sound
  Caller will listen to this while call is connected to an agent. Leave it blank (i.e. = "") to use the system a l e r t sound.
• IgnoreBusyInternal
  0 - If an agent is either internaly or externaly busy he won't get calls deliverted.
  1 - If an agent is internaly busy he will get calls delivert, if he is externaly busy he won't.

Tom Wellige
(Lead Solution Consultant, Swyx)

"It is a capital mistake to theorize before you have all the evidence. It biases the judgment."
Sir Arthur Conan Doyle - Sherlock Holmes - A Study in Scarlet

The return values are given in the example script (see screenshot above) and also in the description field of the GSE action, you only have to scroll down the desciptioin list.

• 0 - Connected
• 1 - Not Reachable
• 3 - Disconnected
• 9 - Failure

For Longest Waiting the "Not Reachable" exit means, that for what reason ever the action wasn't able to connect the call to any of the users of the group. This could be because none of them is logged in or all of them are busy, or each connect to attempt to each of the group members ran into a timeout.

So in fact, the "Not Reachable" exit is used for all of the possible states (timeout, busy, not delivered), but it's not possible to differ these states afterwards as the action tries to deliver the call to every user of the group, and "Not Reachable" is just the final conclusion over all users, not just one.

The answer to your question is therefore: Yes

Tom Wellige
(Lead Solution Consultant, Swyx)

"It is a capital mistake to theorize before you have all the evidence. It biases the judgment."
Sir Arthur Conan Doyle - Sherlock Holmes - A Study in Scarlet