Call handler Script AACC6 1

[waiora1]

Good Afternoon Tek Tippers

I am wondering if anyone can help me with a contact centre script call handler. See below script.
This is working very well at the moment. What I am trying to achieve is the following.
After X amount of minutes being played the section loop 2 comfort message, if still not answered I would like to introduce a 3rd comfort message and play this, then if still not answered after that go back to the beginning of the comfort messages and start again at voice segment 1.

I know it has something to do with loop counters, but haven't a clue where to start.
Any help would be much appreciated.


GIVE RINGBACK
IF NOT OUT OF SERVICE skillset_cv THEN
QUEUE TO SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 2
ELSE
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_unforseen
END VOICE SESSION
DISCONNECT
END IF
WAIT 5
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_1
END VOICE SESSION

SECTION Loop
GIVE RINGBACK
WAIT 25

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_2
END VOICE SESSION
EXECUTE Loop

 

[bignose21]

few ways you do it in loops something like add variable loop_counter

ASSIGN 0 TO loop_counter

SECTION Loop

GIVE RINGBACK
WAIT 25

IF loop_counter = 2
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_3
END VOICE SESSION
ASSIGN 0 TO loop_counter
EXECUTE Loop
ELSE
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_2
END VOICE SESSION
END IF

loop_counter = loop_counter + 1
EXECUTE Loop

You could obviously put any number of loops you want or use the <> signs etc.

Another way is to specify time periods

SECTION Loop
GIVE RINGBACK
WAIT 25

IF (AGE OF CALL < 60)
OR (AGE OF CALL > 121) THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_2
END VOICE SESSION
END IF

IF (AGE OF CALL > 61) AND (AGE OF CALL < 120) THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_3
END VOICE SESSION
END IF

EXECUTE Loop

Depends what you want to achieve

 

[bignose21]

BTW in those examples first loop on will

wait 25/play vs_2/wait 25/play vs_2/wait 25/play vs_3/wait 25/play vs_2/wait 25/play vs_2/wait 25/play vs_3 etc.

whereas second would depend on the age of the call in the queue to what message gets played

both are just ideas for you to play with

 

[waiora1]

Thanks a lot for the input bignose21, this has been very helpful.
What I am trying to achieve is the following

1. It plays comfort message 1 and then waits 25 seconds then
2. It then plays comfort message 2 waits 25 seconds and continues to do this for approx. 3 mins
3. After 3 minutes it plays comfort message 3 and then starts again at comfort message 1.

Hope this makes sense.

 

[bignose21]

Then I guess something like

GIVE RINGBACK
WAIT 2

SECTION LOOP1

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_1
END VOICE SESSION


ASSIGN 0 TO loop_counter

SECTION LOOP2
WAIT 25

IF loop_counter = 6
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_3
END VOICE SESSION
WAIT 25
EXECUTE LOOP1
ELSE
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_2
END VOICE SESSION
END IF

loop_counter = loop_counter + 1

EXECUTE LOOP2

So Plays vs_1
after 25 secs plays vs_2
after 50 secs plays vs_2
after 75 secs plays vs_2
after 100 secs plays vs_2
after 125 secs plays vs_2
after 150 secs plays vs_2
after 175 secs plays vs_3
waits 25 and goes back to the start

Depending on the length of the messages you might want to play with the number of times around LOOP2 and I didnt know if you wanted a wait between vs_3 and vs_1 so I just made it 25.