How to log in an agent using scripting

[Eilatan]

Wondering if it is possible to log in an agent using a script in symposium?

 

[sandyml]

Short answer: nope, fraid not.

 

[alfacom]

With CCT it is possible.

 

[dulfo666]

Question.

Why would you want to ? If the agent is not there to login for themself, then it would be dangerous to automatically log them in.

 

[Eilatan]

The reason: Currently in the case of an emergency we log an 'emergency agent' into the phone, preventing calls from being presented. We are looking at creating a script to activate the emergency message remotely without having to use a symposium phone and manually logging in.

 

[sandyml]

In that case, add a boolean to do that. Then you can do it either way. Something like:

IF b_EmergencyOn = TRUE OR
NOT LOGGED OUT AGENT 911911 THEN
EXECUTE Emergency
END IF

(Emergency being a separate section, or you can just put the instructions in that section)

 

[dulfo666]

You could also setup a specific cdn you could call, that sets a global emergency variable.

 

[Milesprower]

Both alternatives are good ideas.

 

[reklats]

Unfortunately, you cannot modify a global variable in a script, so using a global boolean to control the opening and closing of your contact centre will not work.

It's not clear to me how to use a specific CDN to invoke the emergency either, but this could be worthy of investigation.

Good luck!

 

[Milesprower]

The original poster wanted a way to put his call center into emergency mode remotely.

You can set a boolean variable remotely through Web Client/Classic Client.

 

[mikeyb123]

here's how we active and de-activate our ivr service remotely

/* IVR Activate / Deactivate script */

GIVE RINGBACK
WAIT 2

IF CLID = IVRDivert_Permitted_nos_gv THEN EXECUTE Ok
ELSE
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT IVRDivert_Security_vs
END VOICE SESSION
LOG "IVR Divert attempted - failed CLID lookup"
DISCONNECT
END IF

SECTION Ok

OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT IVRDivert_Intro_vs
COLLECT 6 DIGITS INTO Aqua_Menu_1_Choice_cv
INTER DIGIT TIMER 5
END VOICE SESSION

WHERE Aqua_Menu_1_Choice_cv EQUALS
VALUE xxxxxx : - - - - - - our security pin so only authorised people can do it
READVAR IVR_Active_cv
IF IVR_Active_cv = 0 THEN
ASSIGN 1 TO IVR_Active_cv
ELSE
ASSIGN 0 TO IVR_Active_cv
END IF
SAVEVAR

DEFAULT : LOG "IVR Divert attempted - incorrect PIN"
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT IVRDivert_Pinfail_vs
END VOICE SESSION
DISCONNECT
END WHERE

IF IVR_Active_cv = 1 THEN
LOG "IVR Activated by phone"
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT IVRDivert_IVRActive_vs
END VOICE SESSION
ELSE
LOG "IVR Deactivated by phone"
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT IVRDivert_IVRBypass_vs
END VOICE SESSION
END IF

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[mte0910]

There are as many ways to do what you are asking (put the center into emergency) as there are Call Centers, but here are the ones I've had the best luck with.

1.) Global Variable: Use a Global variable type Boolean, set the value to TRUE (Emergency) via a browser.

2.) Wild Call Variable: Use a variable type Integer, set the value from 0 to 1 with a script...
IF CLID = my-cel-phone
THEN
READVAR x_Counter_wcv
ASSIGN (1 + Emergency_wcv) TO Emergency_wcv
SAVEVAR
END IF
You can also use a collect digits to do this as well so that you can turn it on and off. You can have another varialbe for the approaved CLID's that can set the value.

3.) HDX: Use HDX to connect to a database where the "state" of the center is stored, and turned on or off.