How do I get symposium to dequeue all #'s

[TelefonGuy]

I have a problem when going into symposium and routing to an after hours mailbox. We have what we call personal queues that all route to 1 queue. This one queue after hours routes to a mailbox. Callpilot only has 8 Ext DN you can add. I have over 30 that needs to associated with this mailbox. I used to work on Siemens and in acd routing you had a dequeue command that would work in this situation. If anyone knows how to dequeue an acd call in an option 81, it would be helpful.

 

[DFKSydney]

I am a bit confused here....

The 30 odd numbers that you mention, they will be going to a single mailbox.... so no calling number discrimination needed???

I would think that:

1: In the script, set up a step to ROUTE CALL to a dummy extension

2: Set up a dummy number (phantom or physical) that is CFWD to mail

3: Set up a mailbox with the phantom number.

When you do the route call step, the call is dequeued, so there should be no real issue here.

You would use a physical extn if you want to do XMWK across digital sets.

 

[TelefonGuy]

Thanks for your comment, and this is exactly the way I have it configured. When you get to the voicemail box it says you have been routed to a voicemail box, but the number does not exist. If I add 1 of these 30 numbers into the mailbox as an extension DN it picks it up and plays the greeting on the mailbox. I can't add all 30 #'s as an ext dn though. It is carrying the original dialed # into voicemail and not the # in scripting when you tell it to route call. We have complicated routing. Here is a brief rundown.
*Call comes into IVR.
*IVR queries AS400 and AS400 returns personal queue # of agent.
(They want calls to route to individual before we send it out to the team if the individual is not available.)
*This is accomplished by having what we call CallPath, a database with all routing info as in employee # and skillsets to route to. We pull this in symposium through HDX scripting.
*In the script we start by routing call to individual, then skillset consisting of 30 people.
*If we were to call the CDN after hours (7180) it goes into script and looks at the time of day routing and does a route call to 4805(the mailbox). CDN 7180 is an extension DN in mailbox so the mailbox answers.
*If I call the personal queue after hours which is a phantom tn pointing to CDN 7180, it carries into Callpilot.

I worked on a Siemens switch (9005 and 9006) and could accomplish this by dequeueing the call to 4805 instead of routing the call to 4805.

Here is the script:

/* CDN 7180 Legal) */

IF TRANSFERRED
THEN GIVE RINGBACK
WAIT 2
END IF

IF LOGGED AGENT COUNT emergency > 0
THEN EXECUTE Due2
END IF

IF DATE = holiday
THEN GIVE IVR 4131
WITH TREATMENT 6714
WAIT 2
DISCONNECT
END IF

IF ((DAY OF WEEK = legal_days) AND (TIME OF DAY = legal_hrs))
OR
((DAY OF WEEK = legal_days_saturday) AND (LOGGED AGENT COUNT LEGALTM > legal_agent_number))


THEN GIVE IVR 4131
WITH TREATMENT 6700
WAIT 2
GIVE MUSIC 7
ELSE ROUTE CALL 4805
END IF

ASSIGN 7 TO HDX_APP_ID_cv
ASSIGN 2 TO HDX_SQLNO_cv
ASSIGN DIALED DN to S2ACD1
ASSIGN "FAILED" TO SQLRESP_cv
ASSIGN 111111 TO HDX_AGENT_ID
ASSIGN LEGALTM TO HDX_TEAM_cv
ASSIGN LEGALTM TO HDX_DEPT_cv

IF DIRECT CALL
THEN SEND REQUEST HDX_APP_ID_cv SQLNO_cv, CDN
GET RESPONSE HDX_APP_ID_cv SQLRESP_cv, HDX_AGENT_ID, HDX_TEAM_cv, HDX_DEPT_cv
ELSE SEND REQUEST HDX_APP_ID_cv SQLNO_cv, S2ACD1
GET RESPONSE HDX_APP_ID_cv SQLRESP_cv, HDX_AGENT_ID, HDX_TEAM_cv, HDX_DEPT_cv
END IF

WHERE SQLRESP_cv EQUALS
VALUE "NODATA" : EXECUTE Team
VALUE "FAILED" : EXECUTE Team
VALUE "SUCCESS" : EXECUTE Ready_For_Business
DEFAULT : EXECUTE Team
END WHERE

SECTION Ready_For_Business
IF NOT LOGGED OUT AGENT HDX_AGENT_ID
THEN QUEUE TO AGENT HDX_AGENT_ID
WAIT 2
END IF

SECTION Team

IF LOGGED AGENT COUNT LEGALTM > 0
AND NOT OUT OF SERVICE LEGALTM
THEN QUEUE TO SKILLSET LEGALTM
WAIT 2
GIVE IVR INTERRUPTIBLE 4131
WITH TREATMENT 6709 /* All agents busy */
ELSE ROUTE CALL 4805
END IF


SECTION Delay

WAIT 60

/* Check for emergency condition */
IF LOGGED AGENT COUNT emergency > 0
THEN EXECUTE Due2
END IF

GIVE IVR INTERRUPTIBLE 4131
WITH TREATMENT 6719 /* AASB */

IF NOT OUT OF SERVICE LEGALTM
THEN IF ((DAY OF WEEK = legal_days) AND (TIME OF DAY = legal_hrs))
OR
((DAY OF WEEK = legal_days_saturday) AND (LOGGED AGENT COUNT LEGALTM > legal_agent_number))
THEN IF NOT QUEUED
THEN QUEUE TO SKILLSET LEGALTM
END IF
ELSE IF AGE OF CALL = 900
THEN ROUTE CALL 4805
END IF
END IF
ELSE ROUTE CALL 4805
END IF

EXECUTE Delay


SECTION Due2
GIVE IVR 4131
WITH TREATMENT 6740 /* Due to emergency */
WAIT 2
DISCONNECT