Recent content by rfwhite

DD is correct as above. Also, you could use something like: IF (QUEUED CALL COUNT ABC_sk)= 0 THEN WHATEVER to control call routing when no queuing is happening.

IMHO sometimes too much flexibility can be a drawback rather than an advantage. Unless you desire to have one caller wait for a shorter period of time I'd keep away from skillset priority mods. Unless I'm not understanding what you want it appears you can make it work just by assigning...

Just a standard caveat that I usually toss in- Be aware that the monitoring function shows only the "internal" messaging within the switch, not the actual communication between the switch and telco. In most cases it's close enough to let you get an idea of what is happening.

I'm not sure I'm understanding your question. The IDVR recordings are made on a per-set (TN) basis- not controlled by DNIS or DN. The only options available are record full time, record on demand, conversation save, or record off. If you want a specific DNIS recorded, you'll probably need to...

Just like the Maytag repairman, eh?

Unless I'm missing something it's not possible. Once the agent accepts the call the script apparently has no further control and unless the agent initiates a transfer I'm guessing a disconnect is the automatic option. I'm just looking at the Scripting NTP- I have not personally tried it. You...

First, I would suggest you upgrade to at least IDVR 4.0 since several improvements were made. 5.0 is even better, but as long as your release roughly matches the Symposium you have it should work well. Are you saying that the DNIS display is intermittent across the system or that it is...

Grab a copy of Pumpkin (free) to do your upload with, presuming you have network access to the card. The Config Manager is pretty straightforward about copying and saving the file.

Right- thanks.

The config manager needs to talk to the TALC card, preferably via a network port. If your setup can handle this requirement you're golden. I dont have an electronic copy of the manual I can send. You probably can get one from Telstrat- they're good folks to deal with. They may want you to...

After you acquire the CDN the next thing is to tell Symposium what you want to happen- IF (CLID=Give_Busy_gv) THEN GIVE BUSY END IF This example shows that any number placed in the Give_Busy global variable table will given a busy. In your case it should look something like IF...

We use the IF NOT QUEUED intrinsic as a safety valve to catch calls that for whatever reason don't get queued. Can anyone tell me if this is valid for both local and network calls or do I need to separately test each?

I'm presuming you're talking about Telstrat Call Parrot. First, just make sure the 'phone set is wired to a port on a TALC card. Using the configuration tool log into the card and you'll see the options available for the ports- continuous record, on-demand record, etc.

Yes, you can direct calls in Symposium via CLID. Also yes, there is a procedure to add skillsets. If you have no scripting experience the $150/hr might be a whole lot cheaper than an emergency 'system down' service call. If you do decide to tackle it yourself the Scripting Guide P0910109...

As DD says above you might be better off using age of call as the trigger. Using EWT will probably be unpredictable depending on your call volume.