Check backup split command 1

[prflash]

Hello all,
I have the following request from a user.

IF P&P (skill 31) is queuing (has a call on hold for more than 20 seconds) THEN see how many people on CPC (skill 32) are available
IF there are at least 2 agents on CPC (32) available THEN route the P&P call to an agent on skill 32 (CPC skilled agent.)

Looks simple enough untill I looked at the vector. Here is the first vector

01 wait-time 0 secs hearing ringback
02 goto step 12 if time-of-day is fri 23:00 to sat 07:30
03 goto step 12 if time-of-day is sat 20:30 to sun 07:30
04 goto step 12 if time-of-day is sun 17:30 to mon 06:30
05 goto step 12 if time-of-day is all 23:00 to all 06:30
06 announcement 1060203
07 goto step 12 if staffed-agents in skill 31 = 0
08 announcement 1060210
09 announcement 1060211
10 queue-to skill 31 pri m
11 goto vector 441 @step 1 if unconditionally
12 announcement 1060212

Then vector 441

01 goto step 13 if expected-wait for call > 170
02 goto step 10 if expected-wait for call > 110
03 wait-time 10 secs hearing music
04 announcement 1060218
05 wait-time 30 secs hearing music
06 announcement 1060219
07 wait-time 60 secs hearing music
08 announcement 1060220
09 goto step 7 if unconditionally
10 announcement 1060221
11 wait-time 5 secs hearing music
12 goto step 8 if unconditionally
13 announcement 1060222
14 wait-time 5 secs hearing music
15 goto step 8 if unconditionally

Where Do i put the Check backup command?

teleflash

 

[meneerB]

ok, thats possible.
I changed it so that the caller waits 20 sec, but also hearing the announcements. So if you want to include that time also, you have to change the 'hearing music timers' a bit. But I should leave that how it is now.

change vector 441
insert an empty line 05 and type:
05 wait-time 10 sec hearing music
change 06 into 20 sec hearing music (this was line 05)

insert an empty line 06 and type:
06 goto step 19 if available agents in skill 32 > 1

I assume that line 18 and further is empty.
18 stop
19 route to number xxxx (point to the vdn how you normally call agents in skill32)
20 stop
---

01 goto step 13 if expected-wait for call > 170
02 goto step 10 if expected-wait for call > 110
03 wait-time 10 secs hearing music
04 announcement 1060218
05 wait-time 10 secs hearing music
06 goto step 19 if available agents in skill 32 > 1
07 wait-time 20 secs hearing music
08 announcement 1060219
09 wait-time 60 secs hearing music
10 announcement 1060220
11 goto step 7 if unconditionally
12 announcement 1060221
13 wait-time 5 secs hearing music
14 goto step 8 if unconditionally
15 announcement 1060222
16 wait-time 5 secs hearing music
17 goto step 8 if unconditionally
18 stop
19 route to number xxxx (point to the vdn how you normally call agents in skill32)
20 stop

after 2x hearing music for 10 sec, the vector will check skill 32.

 

[prflash]

menee,

I am going to use your suggestion but we have to use it in the first vector(431). Reason being is that vector 441 is being used by multiple vectors, not just this business unit.


teleflash

 

[meneerB]

ah, no problem
then only change v431
I have to combine the first lines of v441 into v431 a bit.
I don't know what all announcements (1060xxx) say. I can guess, but maybe you have a transcript of them? send them, to be sure.
see the following. that should work.

v431:
10 queue-to skill 31 pri m (existing line)
insert 7 lines:
11 goto vector 441 @step13 if expected-wait for call > 170
12 goto vector 441 @step10 if expected-wait for call > 110
13 wait-time 10 secs hearing music
14 announcement 1060218
15 wait-time 10 secs hearing music
16 goto step 22 if available agents in skill 32 > 1
17 wait-time 20 secs hearing music
18 goto vector 441 @step 6 if unconditionally (existing line. change step 1 into 6)
insert 1 line
19 stop
20 announcement 1060212 (existing line, was 12)
you will see that in line 2, 3, 4, 5 and 7 the step is changed from 12 into 20.
21 stop
22 route to number xxxx (point to the vdn how you normally call agents in skill32)
23 stop

save and re-edit. double check the references: all step # should be as in this change.
If not: change them.

2 things to consider if you use reporting of the callcenters.
in line 22 you route the call to the vdn. that means that you will see a 'flow in' in the report.
that is good! what is not so nice, is that the caller -again- gets the announcements of that vdn.
I mean, if you also have a vector like 431 for CPC, the caller twice hears a welcome msg.
let me know, then we have to do a bit of rework/ build a dummy vdn/vector.

if you don't use reporting: then you can change line 22 to go to to the queue line of the vector in which you have programmed CPC/skill32.
quick, dirty, but... effective;-)

let me know.

 

[ecruzer]

Hello MeneerB,

I have the same question, only slightly different. Hoping you can provide some direction. I have the same scenario, but the customer wants to use the same skill with a preference level & after 15 seconds check the same skill for SL 10.

Example: calls route to skill 300, 1st group of agents with SL 1 with get calls first. If there busy, then 2nd group with SL 5 and last group with SL 10 after 15 seconds of music.

Hope this makes sense.

Any information will be useful. Thank you.

 

[Tolson]

Hi ecruzer,

You can do that with skill levels. When you have a call surplus (calls queueing) the system will take the first agent that becomes available regardless of the skill level. In an agent surplus then the switch will deliver calls by skill level, ie use all of the skill level 1 agents first and then on to the level 2 agent and so on.

 

[meneerB]

Tolson,

I think he uses that now, but he wants 15 sec of music in between.
We have a rather old system, so I'm not sure if you can do this with a current system.

But... the reporting of this acd will be screwed:
an agent with SL 5 is available, but the call is queued for 15 sec.

ecruzer:
if you run a skill report you will see huge waiting times.
is that because the first the second or the third group of agents are too busy? you cant say, so you cant adjust your planning of how many agents are nessecery.
But never the less,
I think -correct me if I'm wrong- you should't program it like this,
but create 3 skills, each w a vdn and vector.
skill 1 with the first group of agents, originally w SL1,
2nd skill w SL5 agents and skill3 w SL 10 agents.

if calls are queued to skill 1 more then 15secs, goto vdn2-skill2, after 15 sec to vdn3-skill3.

you also could add skill2 and 3 to the agents of skill1 and
add skill 3 to the agents of skill 2.
then the reporting is correct and if agents in skill2 are just busy, and an agent of skill1 is free, the call goes to the agent, orininally w SL1.
you then could also keep the current suggested skill levels.

group1-agents: skill 1, level 1, skill 2, level1, skill 3, level1
group2-agents: skill 2, level 5, skill 3, level5
group3-agents: skill 3, level 10