Emergency agent/skillset 3

[Imstillhere]

Thank you for taking the time to help me.
Im just learning Symposium, I will be sent to school but Im hoping to get a better understanding of it before I go.
Here is my situation. I have a master script that basically splits calls to 2 seperate call centers.Each call center has its own emergency agent login to stop the call flow in their respective call center, when that agent logs in, calls go to an Application in Callpilot that just plays a message,this message had been changed to fit their situation. The problem is both call centers had to use the same message.(This was in place for years)
I have done what they originally wanted, which was to have their own messages, so since each call center already had its own agent/skillset built, I made a phantom 500 dcfw to Call pilot, built a new _gv in Symposium and a new application/SDN in call pilot and changed one call centers scripts to route to the new _gv. Simple enough and it actually worked.
But Noooooooooo, Now 1 call center wants to have 2 messages..one login if there is an emergency and another login for when they do training, they dont want to have to change their message.(waahh waahh)
My problem is im really new at this and dont quite get the relationship between skillsets and agents. I have made a skillset and created an agent but Im not sure If its correct.Should it be an exact copy of the exsisting emergency agent and just call it Training agent do I assign skillsets?? I just dont know enough yet.
I have sscs 5.0. I understand what I need to do when I change the scripts and know how to build the DN_gv and Call pilot application..just not sure Ive built my agent/skillset in the right places with the right info ?? Thank you again for any help.

 

[Milesprower]

How is your current emergency agent set up? Some programmers check to see if a skillset is open, and others check to see if an agent it logged in. I prefer the latter. For Example:

IF NOT LOGGED OUT AGENT emergency_gv THEN
EXECUTE OUT_OF SERVICE
END IF

SECTION OUT_OF_SERVICE
ROUTE CALL emergency_vm_msg_gv

In this case, it does not matter to which skillset the emergency agent assigned. If they are logged in the call is sent to the OUT_OF_SERVICE section where they are routed to the voice mail message.

Just as you have an emergency agent to trigger an emergency call treatment, you can set up a training agent to provide a call treatment when the call center is in training.

 

[captaingadget]

Under the situations that you have described and the example Miles has provided you do not need a skillset for these agents. They are dummy agents purely for the purpose of triggering a message. The script simply tests whether they are logged in ot not. A skillset is a collection or a pool of agents who answer similar calls.

 

[Johnthephoneguy]

Give them a seperate agent to login, if agent 1xxxx is logged in it get the emergency message, if agent 2xxx is logged in it gives them the training message.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[Imstillhere]

Thank you for responding,
I originally chose not to mess with this paticular call center because it seems to involve so many different scripts right off the master. Different time zones and not only English but Spanish scripts as well, Where as the one I did change only referenced 3 scripts off the master, and they dont deal with Spanish.
I basically understand the scripting, but It gets a bit confusing for me. I will post the master below.
Would I be better off re arranging the master so the non affected scripts (DS and DX ) are first then use the check for emergency section, then add the affected scripts? WOULD THIS ELIMINATE HAVING TO CHANGE ALL THE AFFECTED SCRIPTS INDIVIDUALLY?(Only 4 or 5 of the scripts in the master are not affected)I will also post the check for emergency.
I apologize for my ineptness here but there was no turnover whatsoever. I am learning and have many other duties but I am enjoying it,yet still have a long way to go. I hope this is not too much to process and I do have plenty of time to implement this.
Thank you again for your expert help.
!!!Please know it is greatly appreciated !!!
***********************************************************
/* Check for Call Center emergency. */
IF TRANSFERRED OR CONFERENCED THEN
WAIT 6
END IF
IF NOT OUT OF SERVICE Emergency_CBO_sk OR
/********** Proposed change here ************/
/* IF NOT OOS Training_English_CBO_sk OR
IF NOT OOS Training_Spanish_CBO_sk OR */
CBO_emergency_gv=TRUE OR
Call_center_emergency_gv=TRUE THEN
WHERE CDN EQUALS
VALUE CBO_spanish_cdn_gv: ROUTE CALL CBO_spanish_emergency_msg_gv CONTROLLED
LOG " ROUTE Failure in CBO_Main Call Center emergency section."
WAIT 2
DISCONNECT
VALUE CBO_spanish_overflow_cdn_gv: ROUTE CALL CBO_spanish_emergency_msg_gv CONTROLLED
LOG " ROUTE Failure in CBO_Main Call Center emergency section."
WAIT 2
DISCONNECT
DEFAULT: ROUTE CALL CBO_english_emergency_msg_gv CONTROLLED
LOG " ROUTE Failure in CBO_Main Call Center emergency section."
WAIT 2
DISCONNECT
END WHERE
END IF
***********************************************************
***********************************************************
MASTER SCRIPT
***********************************************************
***********************************************************

GIVE RINGBACK
WAIT 2 /*lets DNIS catch up with the call*/

IF TRANSFERRED OR CONFERENCED THEN
WAIT 6
END IF /*Added by NOC on 07/01/02 to correct Call Transfer problem from Call Pilot*/

/* Set value of CBO_Division_cv */
IF (DNIS = 2844 OR DNIS = 2781 OR DNIS = 2803 OR DNIS = 3701 OR DNIS = 3760 OR DNIS = 3779 OR
DNIS = 3780 OR DNIS = 3876 OR DNIS = 3887 OR DNIS = 3891 OR DNIS = 3898) THEN
ASSIGN "MW" TO CBO_Division_cv
ELSE

IF (DNIS = 2562 OR DNIS = 2574 OR DNIS = 2760 OR DNIS = 2761 OR DNIS = 2770 OR DNIS = 2811 OR
DNIS = 2824 OR DNIS = 2825 OR DNIS = 2838 OR DNIS = 2852 OR DNIS = 2856 OR DNIS = 2857) THEN
ASSIGN "MT" TO CBO_Division_cv /*Added Denver Mountain "MT" String Variable*/
ELSE
ASSIGN "CAD" TO CBO_Division_cv
END IF
END IF


WHERE CDN EQUALS
VALUE 2486: EXECUTE SCRIPT DS_Dx_Mammo
VALUE 4536: EXECUTE SCRIPT CLID_Blocking
VALUE 2350EXECUTE SCRIPT EP_CS_English_Agent_Script
VALUE 2351:EXECUTE SCRIPT EP_CS_Spanish_Agent_Script
VALUE 2352:EXECUTE SCRIPT EP_CS_Agency_Accts_Unit_Script
VALUE 2353:EXECUTE SCRIPT EP_CS_SAgency_Acts_Unit_Script
VALUE 2354:EXECUTE SCRIPT EP_CS_Attorney_Unit_Script
VALUE 2355: EXECUTE SCRIPT EP_CS_SAttorney_Unit_Script
VALUE 2356: EXECUTE SCRIPT EP_CS_High_Dollar_Unit_Script
VALUE 2357:EXECUTE SCRIPT EP_CS_SHigh_Dollar_Unit_Script
VALUE 2358:EXECUTE SCRIPT EP_CS_Insurance_Co_Unit_Script
VALUE 2359:EXECUTE SCRIPT EP_CS_SInsur_Co_Unit_Script
VALUE 2360:EXECUTE SCRIPT EP_CS_Provider_Unit_Script
VALUE 2361:EXECUTE SCRIPT EP_CS_SProvider_Unit_Script
VALUE 2362:EXECUTE SCRIPT EP_CS_Requests_Unit_Script
VALUE 2363:EXECUTE SCRIPT EP_CS_SRequests_Unit_Script
VALUE 2364:EXECUTE SCRIPT EP_CS_Credit_Bal_Unit_Script
VALUE 2365:EXECUTE SCRIPT EP_CS_SCredit_Bal_Unit_Script
VALUE 2488:EXECUTE SCRIPT Uninsured_Charity_Unit_Script VALUE 5998 EXECUTE SCRIPT Richmond_Market_Toll_Free
VALUE 2781: EXECUTE SCRIPT DNIS_Transfer_Script
VALUE 6503: EXECUTE SCRIPT IVRTestScript
VALUE 2565: EXECUTE SCRIPT EP_CS_ARTIVA_Legacy_Script
VALUE 4993: EXECUTE SCRIPT EP_CS_ARTIVA_Legacy_Script
VALUE 6661: EXECUTE SCRIPT Pricing_Estimates_Script
VALUE 3789: EXECUTE SCRIPT Compute_Theft_Info_Script
VALUE 2442: EXECUTE SCRIPT IT_Help_Desk_Script
VALUE 7777: EXECUTE SCRIPT TEST_Script
VALUE 2012: EXECUTE SCRIPT EP_English_Test
VALUE 5724: EXECUTE SCRIPT DNIS_TRANSFER_SCRIPT
VALUE 2013: EXECUTE SCRIPT EP_Spanish2_Test
VALUE 5725: EXECUTE SCRIPT DNIS_TRANSFER_SCRIPT






END WHERE

IF CDN = DS_CDNs_gv THEN
EXECUTE SCRIPT DS_Dx_Mammo
END IF
IF CDN=DS_PreCert_CDNs_gv THEN
EXECUTE SCRIPT DS_PreCert
END IF

WHERE DNIS EQUALS
VALUE CBO_dnis_gv: EXECUTE SCRIPT CBO_main
DEFAULT: EXECUTE SCRIPT CBO_main
END WHERE

EXECUTE SCRIPT CBO_english

 

[captaingadget]

My personal opinion is that unless you want ALL calls that enter the call centre to be subject to the test, then keep the test withing the primary scripts. The master script should be as slick and simple as possible.

 

[Imstillhere]

Thank you for your advice, I did not change the Master. I have changed and validated all the relavent scripts but not tested yet. If I may ask... In alot of my scripts I see
GIVE IVR 1234 WITH TREATMENT 5678.. Well i was puzzeled enough after not finding anything in my IVR that referenced those numbers... Finally I realized its referring to Callpilot.. well in call pilot I can find and SDN that equals 1234 but I dont have a mailbox,sdn,or application in Callpilot that references TREATMENT 5678 where do I find that ? Thank you.

 

[Milesprower]

My guess is that your programming put the GIVE IVR command in as a place holder. 1234 would the ACD queue for the Give IVR ports and 5678 the SDN.

Given the numbering scheme, I'm guessing that this announcement was never implemented. If you have Call Pilot, I recommend only using access ports (OPEN VOICE SESSION, GIVE CONTROLLED BROADCAST ANNOUNCEMENTS) or sending the call to a voice mailbox.

 

[Imstillhere]

Well I had just put 1234 5678 as examples,they vary throughout the scripts and they are in use. We are supposed to upgrade to 6.0 next year and there is alot of cleaning up to do in this Sytmposium.. It was like somebodys playground and it seems the scripting is much more complicated than it needs to be.. and there are so many scripts not being used.. Its just a big mess.
I was just not able to follow the call flow..since I didnt realize what I was looking at. Things are starting to make a bit more sense, thanks to all the valuable post I have found in this forum.
So "give IVR XXXX " most likely refers to an ACD DN
and "With treatment XXXX" = a call pilot SDN ?

 

[Milesprower]

Yes - you're catching on. I always think of this system as a huge table of pointers.

 

[Imstillhere]

Thank you again !!!