Calls are not going to waiting(queue) if all agents are busy

[dhananjayak]

Hi,

we have installed new CC6.the welcome msg is played in callpilot (Rls 2.1)Application builder and the call is transfered to CDN(skillset). if the agent is available the calls are transfered to agent. the problem is if agent are busy, hold music is not playing meanwhile an message " THE CALL CANNOT BE COMPLETED AT THIS TIME " IS PLAYED AND THE CALL GOT DISCONNECTED. PLS HELP US

PLS FIND THE SCRIPT.

queue to skillset english
wait 2
give ran 29
wait 10
wait music 21
wait 10
section loop
queue to skillset english
wait 2
give ran 29
wait 10
wait music 21
wait 10
if age of call >=240 then
route call XXXX (Voicemail)
end if
execute waitloop

 

[BkMesser]

wait music 21 should be give music 21...

also move it up in the script to the line below wait 10 after give ran 29.



"Mongo only pawn in game of life.

 

[BkMesser]

also is ran 29 working ok... Dial the access code for the route and see if you get the recording


"Mongo only pawn in game of life.

 

[captaingadget]

You also have "section loop" but "exectue waitloop

 

[Milesprower]

Always check that the skillset is open BEFORE executing the QUEUE TO SKILLSET command:

IF NOT OUT OF SERVICE english THEN
QUEUE TO SKILLSET english
WAIT 2
END IF

As others have pointed out, you have many basic errors in the part of the script you posted. Do you have some good examples to pattern your scripts on until you get more experience/training ? Nortel has several example scripts in the scriping guide. Try lookig them over to get a better feel for scriptng. Also, pay attention to script validation and warning errors.

 

[x11tech]

Post the script directly from the CC6 server. The server should have access to the Internet. You can always export the script to a file then email yourself the file, then past the file-contents to this thread from your personal computer (that is, if you do not want to access tek-tips.com from the CC6 server...)

As others have pointed out, your script will not compile so we're spending cycles troubleshooting a script which is not actually in-service.

If you want help, we need to see the actual script that you are using.


There are many good scripting suggestions in the thread above my response which are worth implementing even before you post the script.

 

[TheWorkingMan]

Is this an internal call to a busy agent???? The reason I ask is because we dont provide recordings and if this is all thats in the script I would be looking to see if all the trunks are busy as that message sounds like telco. Even as poorly written as the script is, the call will be queued up to the english skillset....

TWM