Recent content by Milesprower

just a suggestion: have the console transfer call to a unique CDN when it is in night mode instead of directly transferring into call center. The CDN must be acquired and can default to the call center number, or you can invoke a script to transfer the call to the call center. Then you can...

Correct

How about just adding the second skillset to each script after the timeout (28 seconds) is reached? I am using more lines of code here to be really simple. Also added in an in-service check for the skillset(s) in the loop. And I assumed after two WAIT 2 and WAIT 10 steps you were close enough...

Need to clarify the situation more. Are calls only incoming to site 1 and then queued over the network to sites 1 and 2? What kind of queue step are you using (Queue to network skillset? Local Node Inclusion?) What release are the three servers on (Site 1, site 2, and NCC)?

Call force time delay does not put a break between calls. To do that you need to set a break time in the call presentation class to which the agent is assigned.

Another way to to have the agent transfer to a CDN which either has a script to route the call to the extension (most reporting) or default routes to the extension (peg count reporting).

The timer is there so you can sync with your CTI application. In the olden days, it was common for the CTI app (Screen-pop) to be slow and the call would arrive on the agent phone before the screen popped. These days, CTI apps are much faster and the need to slow down call delivery is rare.

You can have one CCMA to manage several CCMS. Not sure why you would want to do the reverse.

The system finds an agent and then it waits 8 seconds before connecting the audio path. You should be able to go down to 0 or 1 seconds. You can create a new call presentation class and move a test agent or two to start.

Why is your call force delay so high (8 seconds)? do you have a slow screen-pop application? It is possible to get RTQ on call forcing, but agents usually have to "get good at it". In other words, they are timing the system try and go busy at the right time.

Ok, I am assuming you are using classic client. When you double click on a script variable it opens up in the General tab. Click on the Attributes tab (upper left). In the List of Values box (lower middle) highlight the value you want to remove and click on the Remove button. I tried to post...

Can you clarify what your goal? Are you trying to take the variable out of the referenced scripts? A variable has to have a least one value (date) in it.

You may have some issues if you remove the GIVE RINGBACK WAIT 2 step. Sometimes you do, sometimes you don't.

Network script is automatically invoked if a reserved agent is not available when the call arrives across the network. In your case the network script is attempting to queue the call to a Supervisor skillset and if that is not staffed, it routes the call to 0000. It does not play a generic...

I'm sorry, you have lost me. You should be able to see and run reports for both sites. The CCMA application should be attached to both sites so you can manage your networked system. The Network script at the far end handles calls when reserved agents are not available when call is delivered...