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We're a mid sized call center (compared to Nordic standards) with some 60 agents logged in at the same time. These are distributed over 5 different call centers on site, with Customer service being the largest followed by New loans, Collections, Mortgage and Auto Finance. We have several...

I have this in the beginning of the Master Script : GIVE RINGBACK WAIT 2 IF TRANSFERRED OR CONFERENCED THEN WAIT 4 END IF Could it help to make the wait 6 secs? *** Will also check the MSDL cards. Thanks for your replies.

...YES 10:03:51 Local Call Answered Agent - xxxx SK_SET: Skillset_A 10:06:47 Local Call Released Agent - xxxx NORM Script: /* Title: CDN 6566 Skillset_A*/ IF OUT OF SERVICE Skillset_A THEN QUEUE TO SKILLSET Skillset_B WAIT 2 END IF /* Ko Script */ QUEUE TO SKILLSET...

Many thanks for your replies. Now.. on to some testing :-)

Thanks for your reply sandyml. I will certainly try out your proposal. Can it have a negative impact on the other CDNs? By the way; can the problem occur due to the fact that I do not have a wait x after IF OUT OF SERVICE Skillset_A THEN QUEUE TO SKILLSET Skillset_B.

...- xxxx NORM 13:19:35 Local Call Answered Agent_Name - xxxx SK_SET: Skillset_A The script of the skillset that the IVR transfers to : /* Title: CDN 6566 Skillset_A*/ IF OUT OF SERVICE Skillset_A THEN /* Sjekker om det er agent innlogget*/ QUEUE TO SKILLSET Skillset_B /* Setter...

The customers CLI.

Can you get the actual number the customer presses if you use the collect digits functionality? The reason why I'm asking is that we see the need to have a possibility for call back when agents are not available. Is it possible to collect digits, and write them to a table or flat file?

Thanks a lot for these godd suggestions. I will try them out, and come back :-)

...is logged on I want to transfer the call to skillset_B. If noone is logged on to skillset_B, I want to give a message. Script looks like this : /* Title: CDN 6497 Test */ /* Ko Script*/ IF OUT OF SERVICE Skillset_A THEN IF NOT OUT OF SERVICE Skillset_B THEN QUEUE TO...

Thanks for your replies. I am sure they will prove to be very helpful, and the teamleaders/managers will be happy when their servicelevel isn't an average of 18% anymore :-)

SCCS didn't resume control of the call before the IVR session was ended by the customer. I would never rip a customer out of the IVR menu unless I give them an option first.("There is a CSR available. Please press 1 if you still wish assistance, or press 2 to continue") We are giving our...

From time to time we include promo messages in the call script to inform customers about special incidents like late invoice etc. We just had a message that was quite long, ca. 15 seconds. This had a major impact on the servicelevel numbers. It gives a correct image of the customer experience...

Thanks for your great replies. Everything is working perfectly now :-)

Ok. And I can see that it will also affect the call by call report since Symposium is now releasing control of the call. Before: Call ID: 1 340 21:16:04 Give Ringback NULL 21:16:04 Handed Over to Master Application NULL CDN: L_APP: Master_Script NORM 21:16:04 Local Call Arrived...

Thanks for your reply. I have testet it and it works as expected (using ROUTE CALL). Only question I then have is if this will affect any of the Symposium reports?

...is very much appreciated. This is the script now (what is below GIVE IVR is basically just a backup script used if the IVR is out of service) : /* Title: CDN 6060 Kundeservice*/ GIVE IVR 71199 IF (DATE = Holiday_closed) OR (DATE = JulNyttAften AND TIME OF DAY = Closed_julnytt) OR (DATE =...

Do you have any other Sybase applications installed?

It's working now! :)) Both with age of call and EWT. I tried with age of call before as well, but forgot to remove kundeservice_test. Now I've just made a teamleader in customer service very happy. Thank you very much for your help. This was much better then using the local vendor. (that have 1...

It still doesn't work I'm afraid. I'm stuck in the waitloop, and I'm not transferred to Kundeservice_6060 when the wait time exceeds 120 secs. I've set cv_queued to false as default. Thanks again for all your help.