Age of call

[dannoWI]

If a script routes a call to a Meridian Mail menu which allows the caller to return to queue, when this call comes back to Symposium does it still have a way to look at total time in system or is it considered new?

 

[rajdhani]

Hi

I Think if u use Give IVR treatment ,call will retain its position in the queue & will not be treated as new.

cheers

 

[lretrievers]

It depends on how the script is written, if the ROUTE CALL command is used, it goes out of the Symposium and when it comes back in, it will be a new call. Can really mess up your stats as you are double pegging calls. If they use Access ports or GIVE IVR statement, the call stays in control of the Symposium and remains in the queue.

 

[cgilmer]

Specifically, if you are using Give IVR and MerMail you should be using "DS" from the MerMail menu to get back to thenext line of code in the script. The call wouldn't stop counting unless they hit a menu option with a "CL" in it from that menu, or any other option which is programed to reach an extension.

Now... just because a call is treated like a new call coming in over a new CDN back into the queue doesn't mean its really "new". As long as you have the enhanced MerMail connection to Symposium you can "pass" variables along with the call even if it comes back in one a new or the same CDN.

For Instance, I use this to assign a voicemail box to each skillset. You assign a value in the script that assigns a "treatment" number to a call variable. For instance that skillset is out of service and is routed to voicemail. I send every call that is routed to voicemail to the same CDN using a Delayed no response from a menu. That CDN is acquired by symposium and has a script that is just one line of code with a Give IVR that remembers the variable I assigned to it back before I routed to Voicemail.

So although the reports would see it as a new call you can carry over variables like an old call.