Give Ringback question, and 'how to'? 3

[SpelingChampeon]

Symposium 4.02.06 with latest PEPS installed.

I am new to Symposium, and as of yet, have not had any official training. I have 2 questions:
1. There is an existing script, that I want to give a busy signal to, after 3 or more callers are already in the queue getting RAN treatment. I added: IF QUEUED CALL COUNT > 2 THEN GIVE BUSY. The problem is, that because of the GIVE RINGBACK in the Master Script, outside callers get a ring, then a busy signal. It sounds like the call is being dropped. When I removed the 'GIVE RINGBACK' from the Master Script (all the other sub-scripts had GIVE RINGBACK) whenever a call was presented above 2 in queue, they would immediately get a busy signal (just what I wanted). Unfortunately, I lost the ability for Real Time Displays on half of my scripts. The remaining sub-scripts all had GIVE RINGBACK, and all of them functioned as programmed, but not the RT reports. I put the GIVE RINGBACK back in the MS, and the reports started being updated again.

2. I need to build a new script, and am not sure of what the process would be. Is there a quick 'how to' that says step by step how to build a new cdn/script from scratch for implementation.

Any help would be appreciated. Thanks.

 

[Milesprower]

There is a pause at the beginning of the master script to allow the Switch and SCCS timing to "synch up".

It is typically something like this:

GIVE RINGBACK

IF TRANSFERED OF CONFERENCED THEN
WAIT 6
ELSE
WAIT 2
END IF

You do need to wait or funny things will happen. Ringback is the preferred treatment to provide during the wait. I did have a customer who used a music source. As this is the first command in the script you are limited in the treatments you can provide.

By the way, I would recommend not modifying the master script unless you had no other choice until you get trained.

 

[captaingadget]

I'm not aware of any quick guide on how build symposium queues/scripts. As Miles says, you can really stuff things up if you don't really know what you're doing.

Typically you need to have all the entities in place before you start a script i.e. agents, skillsets, voice messages etc. You cannot reference anything in a script that doesn't already exist. The master script is the last thing that is configured.

You must also be aware of the reports that are needed and script accordingly. If there is a particular stat the customer needs then you have to create the event in the script.

 

[SpelingChampeon]

Training is not on the horizon, however..thanks for the responses.

Milesprower: Giving ringback being a neccessity sounds great (letting the connection establish?), however to have the ability to GIVE BUSY signals further down the line is kind of odd. The GIVE RINGBACK should be assigned in the sub-scripts only. What normal caller who hears a phone ring, then a busy signal would not think there is a phone problem going on? I'm not blaming you of course, just saying it has some serious drawbacks the way it is set up.

captaingadget: I think your answer helped out quite a bit. I will build everything before changing the Master Script. The only thing I plan on doing in the MS is copying a current one, and making sure it fowards it to my new skillset. I will not delete anything that is existing.

Thanks again.

 

[Revolution1200]

Hi,

The way we have things setup is that there is no ringback given in the master script - the only thing this does is check for an emergency agent being logged in then checks the CDN called for handoff to the primary scripts.

In the Primary script we have the following

/* Title : S_Queue_Test
Created : 11 October 2007
Author : Stuart Clark
Modified :
*/

ASSIGN Admin_Test TO chosen_skillset_cv
ASSIGN 6 TO call_priority_cv

IF QUEUED CALL COUNT chosen_skillset_cv > q_test_busy_gv THEN

/*prompt caller to leave message for call back or regular VM*/
GIVE IVR mail_gv WITH TREATMENT 1139
DISCONNECT
END IF

/*
The closure conditions are checked
*/

IF DATE =q_test_bank_holiday_gv THEN
/*prompt caller to leave regular VM*/
GIVE IVR mail_gv WITH TREATMENT 1138
DISCONNECT
END IF

....other commands

Hope this helps

Stuart

 

[Milesprower]

Be careful: if you do not have a wait step at the beginning of the master script, you will most likely experience issues. It may work in one situation or for a while, but it will come back to bite you someday.

 

[Revolution1200]

Hi Milesprower,

What issues am I looking for, our master script was setup by BT professional services way back in time and they were like this before my time.

It may be handy to know for future referance when things go wrong?

Cheers

Stuart

 

[SpelingChampeon]

Thanks for the insight Revolution1200

Milesprower, I am understanding your warning about the "wait" prompt. So, do you suppose I could conceivably remove the GIVE RINGBACK, but put a WAIT 2 pause in the Master Script, then on each Sub-Script, put GIVE RINGBACK..except for my script that will check for available agents, and in the case of it being above the normal 2 in queue, could give busy ...

I may try this next week (I have tons of other things going on at the moment)... thanks again!

 

[captaingadget]

I questioned Nortel specifically about the wait command in the master script. You can sometimes get phantom calls without it, but it's primary function is ensure that callers get at least one burst of ring tone before an agent answers.

I did configure a call centre without the wait as they were contracted to answer 90% of calls within 10 seconds. The wait 2 command sometimes tipped them over the threshold. No problems were experienced, but it was not a particularly busy call centre.

 

[Revolution1200]

Hi Captaingadget,

Thanks for the response, at least I have a starting place if we get any phantom calls.

We are not particularly busy in our place.

I usually 2 seconds of ringtone after my date checks before getting queued to any skillsets, so hopefully this covers things.

Cheers

Stuart