We have an IVR system that conists of 2x MPS500 with 30 lines each hanging on the back of an M1\Symposium.
In our Symp-script we GIVE IVR at the very beginning of the call. When the customers are inside the IVR they can, amongst a bunch of other things, choose to be transferred to an CSR. When we are closed we have logic within the IVR application (xMP\VXML) so that choice for going to CSR will be removed. But if a customer screws up (fails too much on DTMF, wrong PIN code etc.) then we give opening hours prompt and tell the customers to call back when we're open. Here we have a problem, because what happens after the IVR server (the MPS) hangs up the call, then the call is thrown back into the IVR again. This has clearly something to do with the scripting in Symposium. How can we add logic within the Symp script that says that if a customer comes from the IVR outside of openinghours, then we will DISCONNECT? All help is very much appreciated.
This is the script now (what is below GIVE IVR is basically just a backup script used if the IVR is out of service) :
/* Title: CDN 6060 Kundeservice*/
GIVE IVR 71199
IF (DATE = Holiday_closed)
OR (DATE = JulNyttAften AND TIME OF DAY = Closed_julnytt)
OR (DATE = Romjuldays AND TIME OF DAY = Closed_Romjul20)
OR (DATE = Askeonsdag_closed AND TIME OF DAY = Closed_Askeonsdag)
OR (DATE = Holiday_paske AND TIME OF DAY = Closed_Paskeaften)
OR (DAY OF WEEK = saturday AND TIME OF DAY = Closed_sat_16)
OR (DAY OF WEEK = sunday)
OR (DAY OF WEEK = Weekdays AND TIME OF DAY closed_hours_GE1)
THEN GIVE IVR 6121 WITH TREATMENT 1051
END IF
QUEUE TO SKILLSET Kundeservice_6060
WAIT 2 /* Allow time in case an agent is available */
GIVE MUSIC music_route
SECTION WaitLoop
IF NOT OUT OF SERVICE Brann THEN /* Sjekker om det er noen logget inn på Brann skillset*/
GIVE RAN Brann_ran /* GIR talemedling ved Brann*/
DISCONNECT
END IF
WAIT 20
IF NOT QUEUED THEN
IF OUT OF SERVICE Kundeservice_6060 THEN /* Sjekker om det er agent innlogget*/
QUEUE TO SKILLSET Kundeservice_6060
GIVE IVR 6121 WITH TREATMENT 1054 /* Velkommen til GEMB, alle linjer er opptatt*/
DISCONNECT
ELSE
WAIT 2
END IF
END IF
EXECUTE WaitLoop
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In our Symp-script we GIVE IVR at the very beginning of the call. When the customers are inside the IVR they can, amongst a bunch of other things, choose to be transferred to an CSR. When we are closed we have logic within the IVR application (xMP\VXML) so that choice for going to CSR will be removed. But if a customer screws up (fails too much on DTMF, wrong PIN code etc.) then we give opening hours prompt and tell the customers to call back when we're open. Here we have a problem, because what happens after the IVR server (the MPS) hangs up the call, then the call is thrown back into the IVR again. This has clearly something to do with the scripting in Symposium. How can we add logic within the Symp script that says that if a customer comes from the IVR outside of openinghours, then we will DISCONNECT? All help is very much appreciated.
This is the script now (what is below GIVE IVR is basically just a backup script used if the IVR is out of service) :
/* Title: CDN 6060 Kundeservice*/
GIVE IVR 71199
IF (DATE = Holiday_closed)
OR (DATE = JulNyttAften AND TIME OF DAY = Closed_julnytt)
OR (DATE = Romjuldays AND TIME OF DAY = Closed_Romjul20)
OR (DATE = Askeonsdag_closed AND TIME OF DAY = Closed_Askeonsdag)
OR (DATE = Holiday_paske AND TIME OF DAY = Closed_Paskeaften)
OR (DAY OF WEEK = saturday AND TIME OF DAY = Closed_sat_16)
OR (DAY OF WEEK = sunday)
OR (DAY OF WEEK = Weekdays AND TIME OF DAY closed_hours_GE1)
THEN GIVE IVR 6121 WITH TREATMENT 1051
END IF
QUEUE TO SKILLSET Kundeservice_6060
WAIT 2 /* Allow time in case an agent is available */
GIVE MUSIC music_route
SECTION WaitLoop
IF NOT OUT OF SERVICE Brann THEN /* Sjekker om det er noen logget inn på Brann skillset*/
GIVE RAN Brann_ran /* GIR talemedling ved Brann*/
DISCONNECT
END IF
WAIT 20
IF NOT QUEUED THEN
IF OUT OF SERVICE Kundeservice_6060 THEN /* Sjekker om det er agent innlogget*/
QUEUE TO SKILLSET Kundeservice_6060
GIVE IVR 6121 WITH TREATMENT 1054 /* Velkommen til GEMB, alle linjer er opptatt*/
DISCONNECT
ELSE
WAIT 2
END IF
END IF
EXECUTE WaitLoop
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(-: