calls directed to VM -when CC is open -no agents avail.

[westsidedeuce]

a customer calls in during normal business hours those calls are directed to voice mail ? IVR treatment ?

if all agents are busy should it go to MOH and wait for next avail. agent then direct call to queue ?

Thanks in advance
Josie
P.S. I did not write script -just trying to grasp a better understanding.



/*TRANSFERS FROM PL TO WH FOR PA'S ON CDN 5712 CALLING NUMBER 800-XXX-XXXX*/



QUEUE TO SKILLSET PA_PL_REQUEST with priority 2
WAIT 2
GIVE MUSIC 4



/*TRANSFERS FROM PL TO WH FOR RES LINE ON CDN 5713 CALLING NUMBER 800-XXX-XXXX*/

IF(LOGGED AGENT COUNT PA_EMERGENCY >0) THEN
EXECUTE Emergency_Situation
END IF

IF (DATE = pa_holiday) THEN
GIVE IVR 85990 with treatment 1023
DISCONNECT
END IF

IF(DAY OF WEEK = pa_days) AND (TIME OF DAY = pa_hrs) THEN
EXECUTE Normal_hours
ELSE
EXECUTE Closed
END IF


SECTION Normal_Hours
QUEUE TO SKILLSET PA_PL_RES with priority 2
WAIT 2
GIVE MUSIC 4

SECTION Closed
GIVE IVR 85990 WITH TREATMENT 1022
DISCONNECT


SECTION Emergency_Situation
GIVE IVR 85990 with treatment 1005







Josephine Vigil
West Hills
California

 

[yyrkroon]

script is working as written.

nothing in the script that say wait in queue and listen to music and wait for the next agent - unless there's more to the script...

 

[westsidedeuce]

no more to script thats it- but when all agents are busy
CC calls for that queue are going to VM ? shall I be looking at a default in the master script ?

Thanks Again
Josie

Josephine Vigil
West Hills
California

 

[pronei]

Master script is most likely fine, unless it was written by the same person who did this script.

Anyway, you have no wait loop in place.

If there is no available agents when it get to
SECTION Normal_Hours
QUEUE TO SKILLSET PA_PL_RES with priority 2
WAIT 2
GIVE MUSIC 4

SECTION Closed
GIVE IVR 85990 WITH TREATMENT 1022
DISCONNECT

That call is going straight to (I'm assuming Voicemail) mailbox 1022.

Do you want the callers to wait if there is no available agents? If so, how long do you want them to wait?

 

[westsidedeuce]

yes the same person wrote both master script and this script .. They want to know why if all agents are bsy calls ( during normal bus hours) are directed to vm..

I understood thats how a ACD wrks ? and my understanding of this script it sending the caller to moh and thats it?

Yes- they do want the caller to wait (until closing forever) listen to music -go to next avail. agent .

thanks so much for your help

Josie


Josephine Vigil
West Hills
California

 

[yyrkroon]

As pronei has stated...

They want to know why if all agents are bsy calls ( during normal bus hours) are directed to vm..

Answer: Becuase that's how the script is written.

If you want the caller to wait till answer or unstil the center close, you'll need to put a loop in the script...

 

[westsidedeuce]

no looop in place -I got it-



thanks
Josie

Josephine Vigil
West Hills
California

 

[pronei]

Do you need help coding a wait loop for that script?

Here is a vary simple script I built for a dept here that operates similar to yours but incorporates a wait loop.

/* Advances */
GIVE RINGBACK

IF (DAY OF WEEK = MONDAY..FRIDAY) AND (TIME OF DAY = 08:00..17:00) THEN
IF NOT OUT OF SERVICE Advances THEN
QUEUE TO SKILLSET Advances
WAIT 2
ELSE IF NOT OUT OF SERVICE Drive_Serv_Back THEN
QUEUE TO SKILLSET Drive_Serv_Back
WAIT 2
END IF
END IF
ELSE IF NOT OUT OF SERVICE Advances THEN
QUEUE TO SKILLSET Advances
WAIT 2
ELSE GIVE IVR 3588 WITH TREATMENT 7559
END IF
END IF

GIVE RAN 40
GIVE RAN 25
WAIT 2
GIVE MUSIC 37

SECTION Wait_Loop
IF NOT QUEUED THEN
IF NOT OUT OF SERVICE Advances THEN
QUEUE TO SKILLSET Advances
WAIT 2
ELSE GIVE IVR 3588 WITH TREATMENT 7559
END IF
END IF
WAIT 60
GIVE RAN 26
EXECUTE Wait_Loop

 

[westsidedeuce]

Thank You Phonei

You just gave me a better understanding of how a script works with the IVR treatment .
Josie

Josephine Vigil
West Hills
California

 

[matthew517]

After your GIVE MUSIC 4 you should have a WAIT 2 statement.