aacc 6.3 scripting

[tommyhealth]

I'm sure this is trivial for most. I need to have a script that will allow queued callers to break out of the queue and be directed to a voicemail box.
Does anyone have any scripting for that?

 

[sstarkov]

Hi

Look at this commands

REMOVE FROM SKILLSET and ROUTE CALL

Nortel Contact Center Manager Scripting Guide, rel 6.0, script samples

Avaya Aura® Configuration—Orchestration Designer Application Development, rel 6.3

 

[tommyhealth]

I understand the ROUTE CALL. How does the system detect that someone in the queue has hit a particular key?

 

[StanleySteamer]

Try something like this:

OPEN VOICE SESSION
    PLAY PROMPT VOICE SEGMENT message_vs
    COLLECT 1 DIGITS INTO choice_cv
END VOICE SESSION
IF menu_choice_cv = 1 THEN
    ROUTE CALL xxxx
END IF

message_vs is a voice segment telling the caller to press 1 if they want to bail out.
choice_cv is a DN variable. Just make sure the default setting is not 1 or the script will always apply the ROUTE CALL.

 

[sstarkov]

Hi

StanleySteamer. You have made a small mistake in the given example.

COLLECT 1 DIGITS INTO menu_choice_cv

 

[StanleySteamer]

Yes, okay. Should be the same variable name.

 

[tommyhealth]

Everything works fine except that the "Collect # digits ..." doesn't pick up the keypad entry.

Any ideas?

 

[sstarkov]

Hi.

What IVR system used?

 

[tommyhealth]

We're using Symposium.

 

[sstarkov]

Such as CallPilot, MPS, AMS

 

[tommyhealth]

Yes.

 

[sstarkov]

Make your choice correctly. The IVR system <Yes> doesn't exist.

 

[tommyhealth]

Sorry. Call Pilot.

 

[sstarkov]

Use CallPilot ACCESS ports

Chapter 4: Avaya Communication Server
1000 voice processing system
configuration requirements

ACCESS requirements
Contact Center Manager Server generates ACCESS traffic when it communicates with the
integrated voice processing system (Avaya CallPilot®) to obtain the following controlled voice
services:
• Give Controlled Broadcast command
• Collect Digits command
• Open/Close Voice Session commands
For Contact Center Voice Services on Avaya CallPilot®, ACCESS traffic travels on the ELAN
subnet.

Avaya Aura® Contact Center Configuration — Avaya Communication Server 1000 Integration
Release 6.3
NN44400-512
Issue 04.02
May 2013

 

[yyrkroon]

Lots of assuming here...

We're assuming you have AACC and CP integration configured and working.
We're assuming your access ports are up and working
We're assuming you have the variable menu_choice_cv created as a call variable of type integer and their's no scripting syntax error when you activated it.

If all of these assumptions are correct, the command below would have worked, provided user keyed in the digit 1. Or for testing purposes only, set the default value on the variable to 1 and see what happens.

OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT message_vs
COLLECT 1 DIGITS INTO menu_choice_cv
END VOICE SESSION
IF menu_choice_cv = 1 THEN
ROUTE CALL xxxx
END IF

 

[tommyhealth]

It works fine if the value is set to 1.
The documentation says the variable is type DN.
Obviously that isn't right.

 

[sstarkov]

The documentation says the variable is type DN and this is right.