Agent Seems Invisible 2

[monkeybarfan]

We have a major issue here that is affecting delivery of our service.

We have 2 sites, with a Symposium server on each, which are networked together. Staff at each site log in to their respective local Symp server.

We have a skillset that is quite exclusive - only a handful of agents have it. At Site B, there is only 1 agent, Carly, that has it. If there is at least 1 agent at Site A logged in with this particular skillset, everything is fine - Carly at Site B can receive and answer calls on this same skillset.

If, however, there are no agents with the skillset at Site A logged in, the network does not "see" Carly at Site B with the skillset, which means the "IF OUT OF SERVICE" bit of the scripting kicks in.

We have days where the Carly at Site B is the only one with that skillset rostered in, but she sits idle for long periods, unable to receive the calls we want her to get.

Any suggestions as to things we can try? There was network skillset filtering on this particular skillset, for some reason. I removed that but it still did not solve the problem.

 

[Milesprower]

Out of service checks for the remote (network) skillset are different than for the local skillset. In other words, IF NOT OUT OF SERVICE only tests the local node of the skillset, not the remote (networked) node(s).

So, if you are only doing the IF NOT OUT OF SERVICE test, the local skillset is closed and your closed treatment is applied (regardless of the status of the remote (network) skillset.

Also, you must queue to the network skillset before you can test it. Here is a (Local Node Inclusion) example:

QUEUE TO NETWORK SKILLSET skillset
WAIT 2


IF (OUT OF SERVICE skillset) AND (PRIORITY IN NETWORK QUEUE skillset = 0) THEN
EXECUTE CLOSED_SECTION
END IF

 

[monkeybarfan]

Cheers for that - will try it this morning.

What does "PRIORITY IN NETWORK QUEUE skillset = 0" mean though? I haven't used that in any scripting before.

 

[monkeybarfan]

Hi Milesprower, your suggestion seems to have solved the problem. Where do I get them to send the cheque?!! lol

Another issue has arisen as a result of this, though...

We now have in our Master Script...

SECTION DCalls

/*IF OUT OF SERVICE UrgentCalls THEN EXECUTE OriginalRouting
END IF*/

WHERE CDN EQUALS
VALUE 5014 : EXECUTE SCRIPT NorthUrgent
VALUE 5015 : EXECUTE SCRIPT SouthUrgent
VALUE 5016 : EXECUTE SCRIPT WestUrgent
VALUE 5017 : EXECUTE SCRIPT EastUrgent
END WHERE

SECTION OriginalRouting

WHERE CDN EQUALS
VALUE 5014 : EXECUTE SCRIPT RoutineNorth
VALUE 5015 : EXECUTE SCRIPT RoutineSouth
VALUE 5016 : EXECUTE SCRIPT RoutineWest
VALUE 5017 : EXECUTE SCRIPT RoutineEast
END WHERE

So now I have no way of reverting back to the routine calls when the UrgentCalls skillset is out of service. Any suggestions?

 

[Milesprower]

Sorry, I'm not sure what you are trying to do.

The clause that checks if the UrgentCalls skillset is out of service is commented out:
/*IF OUT OF SERVICE UrgentCalls THEN EXECUTE OriginalRouting
END IF*/

So calls will run through (and execute) the Urgent scripts based on the originating CDN before they have a chance to get to the Original Routing scripts.

 

[monkeybarfan]

Yeah I commented that out to fix the orginal problem, as you solved

The Urgent and Original calls come through on the same CDN. We want them to be picked up by certain agents with the Urgent skillset assigned, but if there are none in service we want them to be picked up by lesser skilled agents to save them being lost.

We cannot check for the Urgent skillset being out of service, as that caused the original problem of an agent in our networked site not being able to recive calls when she was the only one with the Urgent skillset logged in.

We only want to excute the OriginalRouting section when no agents are logged in with the Urgent skillset at both the local and networked site.

 

[captaingadget]

As previously mentioned you cannot use the "if not out of service" command to determine the status of the network skillset. However, you can use the "if not queued" command instead.

So remove the "if not out of service Skillset" and just queue to skillset both local and network. Then insert the line "if not queued" then... imediately after a wait 2.

If the call is not queued then there is no-one in the local OR network skillset, if it IS queued then it is queuing at either local or network.

 

[monkeybarfan]

Thanks