Change of Boolean during call? 1

[Tralfaz7698]

I'm using a boolean variable to control call routing for site emergency, the script checks it when the call first enters then again while it waits in the wait loop. I have found that if I change the value of the boolean while the call is in the wait loop it does not follow the instruction, it continues to wait to be answered. Other changes have the effect that they are supposed to, i.e. agent available or logout.

Can a value not be changed once the call has checked it once? Is there a work around for this?

Thoughts?

Thanks,
Mark

 

[MichaelFH]

We use a slightly different approach to trigger our Emergency Message. We have a 6 digit agent login, which has it's only skillset set to standby, and so will never receive a call. The ID is held in a global variable called emergency_trigger_gv. Replace your Boolean check with the following:-

IF NOT LOGGED OUT AGENT emergency_trigger_gv THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT VOICE SEGMENT emergency_vs
DISCONNECT
END IF


You can’t check if an agent is logged in, but you can check if they are not logged out!

If your Supervisor logs into their phone with the emergency ID, this will trigger the message.

Obviously this method only works if you do not need to trigger the message remotely by logging into symposium and changing a setting. If you do, hopefully someone else will have a workaround for your problem with Booleans.

Hope this helps.

Regards

Michael

 

[lretrievers]

When a call enters the Symposium, the script (including all the variables in the script) stay as is through the processing of the entire call. So changing a variable (a boolean) in this case would only effect calls coming into the Symposium after the change was made. Any calls in progress would remain with the old values that were in place when the call entered the Symposium.

 

[MichaelFH]

Iretrievers,

If the call were passed to another script as part of the processing, would this still be true, or would any script variables be updated at this point? Just a thought!

The suggestion I made in my original post may be the only way of achieving this. The major limitation being that it must be activated by a user on site.

 

[lretrievers]

If you hand the call off to a secondary script, it still holds the same values through the entire time the call is processed. Perhaps you can hand off to a secondary script and use a different variable? So it can "retest" at that time? Not sure if that is a possibility or not.

 

[MichaelFH]

How about this? A wild idea, which is probably rubbish! Sorry, I am not in a position to try it here as there is a systems change embargo in force at this (retail) site during our peak trading period.

In addition to your Global Boolean (I'll call it Emergency_Trigger_GV), set up a Boolean call variable, say Emergency_Trigger_CV and place the following in the queue section of your script.

ASSIGN Emergency_Trigger_GV TO Emergency_Trigger_CV
IF Emergency_Trigger_CV THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT VOICE SEGMENT emergency_vs
DISCONNECT
END IF

What I am hoping is that assigning the global variable to the call variable may force Symposium to check the current value of the global variable, rather than use the one read in at the start of the call. I am fearful that one of our esteemed experts will shoot this idea down in flames! But thought it worth mentioning.

 

[mte0910]

The Global Variable is static for the life of a call. Using the method of looking for the "emergency agent" either present or absent is the tried and true way we have done it since we started using an emergency treatment.

In order to effect an emergency treatment to a call already in the system, and to accomodate the ability to set the call center into emergency remotely, I am using HDX since this will allow you to retrieve new information by which to set your Call Variable.