After hours agent? 1

[goland]

After hours - Is there any way we can have the phones left logged in to the Queue after the agents go home at night and forward the calls to the cell phone? - they want all customers to enter the queue first to give the feel of a Q and not just go to a cell phone at night.
A client posed this question and I am at a loss.
Any help would be greatly appreciated.
thnaks alot,
wyles

 

[sandyml]

You can accomplish this. But not by leaving phones logged in -- ACD phones cannot forward the In Calls key. In your script, screen for either afterhours times and/or agents in that skillset being logged off, and if so then route the call to the cell phone.
Keep in mind, once routed, Symposium does not control the call. Also -- do you have a Symposium or Symposium Express? If the latter, you will want to handle this through the Call Treatment wizard.

 

[goland]

I would just add it to the script.
I have included my script belowt.
How would I reference an outside number ?
I use the nobody logged in way but how would I do it so that only after midnight it would forward to cell phone
902 431-0004.
Thanks in advance,
Wylie


/*ROUTE TO APPROPRIATE QUEUE*/

QUEUE TO SKILLSET Ramada
WAIT 2
WHERE CDN EQUALS


VALUE cdn_27: GIVE IVR 7000 WITH TREATMENT 3208

END WHERE


GIVE MUSIC Musique
WAIT 20
GIVE RAN ran1
WAIT 20


IF OUT OF SERVICE Ramada THEN

IF NOT (IDLE AGENT COUNT Ramada > 0) THEN

GIVE IVR 7000 WITH TREATMENT 2627
WAIT 2
ELSE

WHERE CDN EQUALS

VALUE cdn_27: GIVE IVR 7000 WITH TREATMENT 3208

END WHERE

END IF
END IF

GIVE RAN ran1


SECTION waitloop



IF (AGE OF CALL > 160) THEN

WHERE CDN EQUALS

VALUE cdn_27: GIVE IVR 7000 WITH TREATMENT 2627

END WHERE


END IF
EXECUTE waitloop

 

[mte0910]

I would create a global variable (type: TIME) that had the hours this “DUTY PHONE” was to have calls routed to it. It would be a set…ex. 00:00..06:00
You may also have to account for weekends.
I would create another global variable (type: DN) that had the phone number, including a 9 if that’s what you use for out dialing, in it.
I would use global variables rather than hard code so that the time and phone number could be changed quickly and easily.

At the top of my script I would check for the time to see if my “DUTY PHONE” condition was applicable. If so, I would move to the bottom of the script and execute a routine to send calls to the “DUTY PHONE”.

Here is a rough example of what I would do…

[Top of the script]
IF
(DAY OF WEEK = weekend_gv)
OR
(TIME OF DAY = cellphone_hrs_gv)
THEN
EXECUTE duty_phone
END IF

[Bottom of the script]
SECTION duty_phone
GIVE MUSIC 20
WAIT 15
GIVE RAN 11
WAIT 5
ROUTE CALL cellphone_number_gv

The music and ran routes etc. would give the caller a sense of being answered in a normal manner and then you transfer the call to the cell phone.

Hope this helps.