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The call center is set up for a major laptop repair facility. We take calls on repair status' shipping information, etc.. the service level agreements are as follows 80% of calls answered withing 45 seconds < 3.5% of all calls abandoned call length <10min < 3% of calls transferred (keeping...

Whoops sorry bout that, they have the "EXECUTE LOOP" to close out the section loop commands

This is it. I copied it straight out of the script

Here is the script... 6101 (Out of Service Route) 6880 (Welcome Message) 6871 (Heavy Hold Time Message) Initial Script IF (TIME OF DAY = XXXX_HOURS) THEN ROUTE CALL 6101 END IF IF (DAY OF WEEK = XXXX_WEEKEND) THEN ROUTE CALL 6101 END IF ROUTE CALL 6880 QUEUE TO SKILLSET XXXXX IF...

I am wondering if any knows what triggers calls to go from one application to an overflow application. I am sure there are multiple things that this can be... In my case I have one application that calls queue into first, then another application "overflow" that calls make there way into. The...

I dont have personal access to call pilot, but am meeting with a gentelman later who does. I did check under the voice ports, and none of them have channel ID's so I would assume by your statement that these are IVR's. Thanks for being patient with me!

Under voice ports I have CP1 thru CP8 (aquired login) As far as phone sets I have serveral of these as well.

Yeah the problem is that I am trying to right some wrongs in this area. This was set up back in 2005 by people who were half knowledgeable in scripting. So I guess my next question would be how do I GIVE IVR treatments? is this just a script code, or is this something I actually need to set up...

I am using Symposium call center 5.0 and currently my script jumps from the regular skill set to an overflow. My question is that when I run my abandon report the longest wait time is always no more than 2min or 120 seconds. After look at the script there is several wait 120 commands then it...