IF AGE OF CALL issue 1

[guycable2]

Hi

I am doing some testing to implement a age of call check in one of our skillsets in order to overflow to another.

It seems the script is ignoring my IF statement for AGE OF CALL wondering if someone could give some insight. I swear it worked the first time I tested it but now I'm not sure.

We have a three site networked enviroment and the overflow I am attempting is from a local skillset to a networked skillset between three sites. If I queue a call to the network skillset it works no matter which site I have an agent logged into.

IF NOT OUT OF SERVICE Test_App_sk THEN
QUEUE TO SKILLSET Test_App_sk
WAIT 2
ELSE
EXECUTE CLOSED
END IF

IF AGE OF CALL >120 AND NOT OUT OF SERVICE Test_Overflow_sk THEN
QUEUE TO NETWORK SKILLSET Test_Overflow_sk
WAIT 2

END IF

GIVE RAN 42

GIVE MUSIC music_gv

WAIT wait_timer_gv <-- This wait timer is set to 7200 seconds -->

SECTION Test_LOOP

IF NOT QUEUED THEN

IF NOT OUT OF SERVICE Test_App_sk THEN
QUEUE TO SKILLSET Test_App_sk
WAIT 2

ELSE
EXECUTE CLOSED

END IF

END IF

GIVE RAN 42

WAIT wait_timer_gv

EXECUTE Test_LOOP

SECTION CLOSED

ROUTE CALL closed_msg_acdn_gv

 

[StanleySteamer]

You need to put the AGE OF CALL statement inside SECTION Test_Loop.
You're checking once at the beginning of the script but never again.

Also, is your wait timer really 2 hours?

 

[guycable2]

I have put it in the Test_Loop section as well with the same results.

Well I just verified the wait timer and I had looked at the wrong one. It is set to 180 seconds. Three minutes seems much better than 2 hours.

 

[guycable2]

Ok based on StanleySteamer's suggestion I have put the IF AGE OF CALL within the test loop section also. I also removed the variable timer and set it to 30 seconds. Changed the AGE to > 30 seconds so it's easier to test. I also added my EXECUTE CLOSED statements back in. It still seems to igonre the IF AGE OF CALL statement. Any suggestions?

IF NOT OUT OF SERVICE Test_App_sk THEN
QUEUE TO SKILLSET Test_App_sk
WAIT 2

ELSE
EXECUTE CLOSED
END IF

IF AGE OF CALL > 30 AND NOT OUT OF SERVICE Test_Overflow_sk THEN
QUEUE TO NETWORK SKILLSET Test_Overflow_sk
WAIT 2

END IF

GIVE RAN 42

GIVE MUSIC music_gv

WAIT 30

SECTION Test_LOOP

IF NOT QUEUED THEN

IF NOT OUT OF SERVICE Test_App_sk THEN
QUEUE TO SKILLSET Test_App_sk
WAIT 2

ELSE
EXECUTE CLOSED

END IF

IF AGE OF CALL > 30 AND NOT OUT OF SERVICE Test_Overflow_sk THEN
QUEUE TO NETWORK SKILLSET Test_Overflow_sk
WAIT 2

END IF

END IF

GIVE RAN 42

WAIT 30

EXECUTE Test_LOOP

SECTION CLOSED

ROUTE CALL closed_msg_acdn_gv

 

[StanleySteamer]

Okay now your IF AGE OF CALL statement is inside the IF NOT QUEUED statement.
So as long as the call is queued to Test_App_sk then it will never get queued to Test_Overflow_sk.

Try this maybe:

SECTION Test_LOOP
IF NOT QUEUED THEN
IF NOT OUT OF SERVICE Test_App_sk THEN
QUEUE TO SKILLSET Test_App_sk
WAIT 2
ELSE
EXECUTE CLOSED
END IF
END IF

IF AGE OF CALL > 30 AND NOT OUT OF SERVICE Test_Overflow_sk THEN
QUEUE TO NETWORK SKILLSET Test_Overflow_sk
WAIT 2
END IF

GIVE RAN 42

WAIT 30

EXECUTE Test_LOOP

 

[guycable2]

Thank you so much. That was it. Can't believe I missed it.

 

[StanleySteamer]

Scripts will do that to you. Sometimes just needs another pair of eyes.