Hello,
I think I should first explain our telephone-routing:
We have a hotline with the number 4110. If a call is ariving at this number the script ("SDP_IS") is first checking if an agent from the skillgroup "SDP_IS.pri" is available. If not it is looking for available agents from skillgroup "SDP_IS.sec". If there is also no agent the call is queuing until an agent is available.
If an agent runs clear the call is forwarded to the skillgroup.
If the call isn`t taken off within 40seconds from this agent it is forwarded to another skript named "SDP_IS_FoNA" (Number 4111) which return the call back to the start of the original "SDP_IS"-skript.
Now the Problem:
When the call is changing the script, the mssql-database increases the counter in ServiceLevelAbanded and an ServiceLevelCallsOfferd (other fields are not important for our statistic). So to get a clean statistic i must decrease the counter in this fields then the call has passed the "SDP_IS_FoNA"-script. I tried to add an SET-block to the script which calls an user-defined function with the content "...ServiceLevelAbanded=...ServiceLevelAbanded-1" but then the call is passing the script nothing happens in the database.
I didn`t build the telephone-system, so i don`t no how i can modify the database in the way i want to, but the company which installed the system is broke so i must manage this problem in some way.
Thank you for your support!
Stefan
I think I should first explain our telephone-routing:
We have a hotline with the number 4110. If a call is ariving at this number the script ("SDP_IS") is first checking if an agent from the skillgroup "SDP_IS.pri" is available. If not it is looking for available agents from skillgroup "SDP_IS.sec". If there is also no agent the call is queuing until an agent is available.
If an agent runs clear the call is forwarded to the skillgroup.
If the call isn`t taken off within 40seconds from this agent it is forwarded to another skript named "SDP_IS_FoNA" (Number 4111) which return the call back to the start of the original "SDP_IS"-skript.
Now the Problem:
When the call is changing the script, the mssql-database increases the counter in ServiceLevelAbanded and an ServiceLevelCallsOfferd (other fields are not important for our statistic). So to get a clean statistic i must decrease the counter in this fields then the call has passed the "SDP_IS_FoNA"-script. I tried to add an SET-block to the script which calls an user-defined function with the content "...ServiceLevelAbanded=...ServiceLevelAbanded-1" but then the call is passing the script nothing happens in the database.
I didn`t build the telephone-system, so i don`t no how i can modify the database in the way i want to, but the company which installed the system is broke so i must manage this problem in some way.
Thank you for your support!
Stefan