Phonedude64
Vendor
I just inherited a site with Symposium, and I need to change the script for the Help desk Q to be CLOSED Thursday and Friday as well as close on WEDS at 5PM. I am attaching the script presently in SCRIPTING, please help, I am pulling my hair out!! TIA! JR
SECTION it_help
/*MONDAY THRU THURSDAY 08:00-22:00 FRIDAY 8:00-17:00*/
IF (DAY OF WEEK = it_help_desk_dow_mon_thur_gv) AND (TIME
OF DAY = it_help_desk_tod_mon_thurs_gv )
OR (DAY OF WEEK = it_help_desk_dow_fri_gv) AND (TIME
OF DAY = it_help_desk_tod_fri_gv )
/*This is for 8/16&8/17 move-in weekend delete on 8/18*/
OR (DATE = move_in_weekend ) AND (TIME
OF DAY = it_help_desk_tod_sat_sun_gv )
THEN
GIVE RINGBACK
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT webcat_5_10
COLLECT 1 DIGITS INTO xfr_to_presidium_2
INTER DIGIT TIMER 4
END VOICE SESSION
/*OPT 1 TRANSFERS CALL TO 1-866-374-8144 OPT 2 TRANSFERS TO SKILLSET*/
WHERE xfr_to_presidium_2 EQUALS
VALUE 1 : ROUTE CALL 7777
VALUE 9 : EXECUTE it_help_initial
END WHERE
ELSE
GIVE RINGBACK
EXECUTE closed_section
SECTION it_help_initial
IF NOT LOGGED OUT AGENT 7487911 THEN
GIVE RAN 12
DISCONNECT
END IF
IF NOT LOGGED OUT AGENT 7487411 THEN
GIVE RAN 13
END IF
IF OUT OF SERVICE it_help_gv THEN
GIVE RINGBACK
EXECUTE closed_section
ELSE
QUEUE TO SKILLSET it_help_gv WITH PRIORITY 3
WAIT 2
GIVE RAN 10
END IF
GIVE MUSIC 20
WAIT it_help_wait_timer_gv
EXECUTE it_help_wait
SECTION it_help_wait
IF NOT LOGGED OUT AGENT 7487911 THEN
GIVE RAN 12
END IF
IF NOT LOGGED OUT AGENT 7487411 THEN
GIVE RAN 13
END IF
IF NOT QUEUED THEN
IF OUT OF SERVICE it_help_gv THEN
GIVE RINGBACK
EXECUTE closed_section
SECTION closed_section
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT webcat_opt_out
COLLECT 1 DIGITS INTO xfr_to_presidium
INTER DIGIT TIMER 4
END VOICE SESSION
WHERE xfr_to_presidium EQUALS
VALUE 1 : ROUTE CALL 7777
VALUE 2 : ROUTE CALL 7758
VALUE 9 : ROUTE CALL 7758
END WHERE
ELSE
QUEUE TO SKILLSET it_help_gv WITH PRIORITY 3
WAIT 2
END IF
END IF
END IF
GIVE RAN 11
GIVE MUSIC 20
WAIT it_help_wait_timer_gv
EXECUTE it_help_wait
SECTION it_help
/*MONDAY THRU THURSDAY 08:00-22:00 FRIDAY 8:00-17:00*/
IF (DAY OF WEEK = it_help_desk_dow_mon_thur_gv) AND (TIME
OF DAY = it_help_desk_tod_mon_thurs_gv )
OR (DAY OF WEEK = it_help_desk_dow_fri_gv) AND (TIME
OF DAY = it_help_desk_tod_fri_gv )
/*This is for 8/16&8/17 move-in weekend delete on 8/18*/
OR (DATE = move_in_weekend ) AND (TIME
OF DAY = it_help_desk_tod_sat_sun_gv )
THEN
GIVE RINGBACK
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT webcat_5_10
COLLECT 1 DIGITS INTO xfr_to_presidium_2
INTER DIGIT TIMER 4
END VOICE SESSION
/*OPT 1 TRANSFERS CALL TO 1-866-374-8144 OPT 2 TRANSFERS TO SKILLSET*/
WHERE xfr_to_presidium_2 EQUALS
VALUE 1 : ROUTE CALL 7777
VALUE 9 : EXECUTE it_help_initial
END WHERE
ELSE
GIVE RINGBACK
EXECUTE closed_section
SECTION it_help_initial
IF NOT LOGGED OUT AGENT 7487911 THEN
GIVE RAN 12
DISCONNECT
END IF
IF NOT LOGGED OUT AGENT 7487411 THEN
GIVE RAN 13
END IF
IF OUT OF SERVICE it_help_gv THEN
GIVE RINGBACK
EXECUTE closed_section
ELSE
QUEUE TO SKILLSET it_help_gv WITH PRIORITY 3
WAIT 2
GIVE RAN 10
END IF
GIVE MUSIC 20
WAIT it_help_wait_timer_gv
EXECUTE it_help_wait
SECTION it_help_wait
IF NOT LOGGED OUT AGENT 7487911 THEN
GIVE RAN 12
END IF
IF NOT LOGGED OUT AGENT 7487411 THEN
GIVE RAN 13
END IF
IF NOT QUEUED THEN
IF OUT OF SERVICE it_help_gv THEN
GIVE RINGBACK
EXECUTE closed_section
SECTION closed_section
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT webcat_opt_out
COLLECT 1 DIGITS INTO xfr_to_presidium
INTER DIGIT TIMER 4
END VOICE SESSION
WHERE xfr_to_presidium EQUALS
VALUE 1 : ROUTE CALL 7777
VALUE 2 : ROUTE CALL 7758
VALUE 9 : ROUTE CALL 7758
END WHERE
ELSE
QUEUE TO SKILLSET it_help_gv WITH PRIORITY 3
WAIT 2
END IF
END IF
END IF
GIVE RAN 11
GIVE MUSIC 20
WAIT it_help_wait_timer_gv
EXECUTE it_help_wait