Symposium does not controll the handsets so you cannot use the script for this. Make a huntgroup for the handsets and route the call to the huntgroup, or make the handsets ACD-sets and let symposium controll them.
knowledgedatabase from nortel says: Reinstall OS software on client PC and install Application Builder software first prior to installing other software applications.
You can split your script in two: from masterscript the call goes to script A for announcements and maybe a menu? After the announcement route call to a CDN of script B, so the call will go through the masterscript again. In script B you can assign the skillset and priority etc. Your reports...
We use the following script:
IF ( (TIME OF DAY = 16:15..16:20)
AND( EXPECTED WAIT TIME SKILL_NAME> Time_Before_Close_1) )
THEN EXECUTE Closed_Overflow
END IF
IF ( (TIME OF DAY = 16:20..16:25)
AND( EXPECTED WAIT TIME SKILL_NAME> Time_Before_Close_2) )
THEN EXECUTE Closed_Overflow
END IF
IF (...
Priority on agentlevel:
for example:
Agent group A has prio 1
Agent group B has prio 2
If a call arrives it will look for an available agent with the highest prio (= 1). When everybody in group A is busy, the call will be presented to an agent with prio 2.
So this priority on agentlevel only...
If you use call priorities this can happen. If the priority assigned to this call was 2 and for other calls it was 1, all calls with priority 1 will be presented first.
it's 1 voicesegment per variable. But when you have the same message in for example French, English and German, you can use 1 variable for the 3 different language voicefiles (that's why you allways have to set the language).
I can't answer your question, but why not queue the call also to the hunt group if nobody is logged in or if the number of queued calls exeeds the treshold. This way the call will stay in queue on the main helpdesk also.
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