Help Desk Script/Symposium 5.0

[CTarv]

I'm having an issue with our help desk script. We use scripting strictly for time controls (during normal hours calls hit our help desk CDN/ACDN, and then get transferred to an MCR line that a number of people can answer. No logged agents are involved. After hours and weekends, however (specifically for a four hour time period), the calls are routed to a phantom that forwards to an external cell phone. Most calls during this time hit the cell with no problem, but we have a few that go back to the help desk voice mail in call pilot. Below is the script. x345 is the phantom. Any ideas as to where I goofed on this would be appreciated:

cv_Mailbox_Number Assigned 635

IF TIME OF DAY = hd_6to10 AND DAY OF WEEK = weekday
THEN
ROUTE CALL 345

END IF

IF TIME OF DAY = hd_overnight AND DAY OF WEEK = weekday
THEN
ROUTE CALL cv_Mailbox_Number
END IF

IF TIME OF DAY = we_helpdesk AND DAY OF WEEK = weekend
THEN
ROUTE CALL 345

END IF

SECTION Open_Section


IF OUT OF SERVICE Help_Desk_Sk AND TIME OF DAY = hd_6to10
THEN
ROUTE CALL 345

ELSE
ROUTE CALL 635
END IF

 

[captaingadget]

There doesn't seem to be anything wrong with the script. It's as if it doesn't execute that part or the script doesn't terminate after the ROUTE CALL.

Try a few things to see.

Enter the cell phone number directly instead of the phantom.

Put a DISCONNECT after the ROUTE CALL. This will ensure that the script ends and prove wheather that section of script has indeed been executed or not. If callers get dead air then you know that there is something wrong with the phantom call routing.

Hope this helps.

 

[CTarv]

Thanks! I'll give it a try.

 

[CTarv]

I've tried the phone number directly to no avail. If I put the phantom DN or the cell number in the script, I get the same result, which is a transfer to the operator. I only, however, get this If I'm calling from an outside line that has the same prefix as the numbers we have in our building. We have four different three digit prefixes, and if I use an outside line with one of those prefixes (which would be most of the city that we are located in), I get our receptionist. Otherwise, if I call internally or using any other outside number, I get the cell phone I am supposed to be routed to.

 

[captaingadget]

Sounds as if you haven't put the access code (9??) in front of the cell number.