Is this possible in SSCS Scripting?

[rckymtns]

I'm starting to get an understanding of the scripting, but the more I make work, the more the customer wants. Here's what they want to do. I have the expected wait times working using values 0..179, 179..239. They want the call to come into the queue and only play an annoucement that the wait time is greater than 3 minutes, to leave a message press 1. Can I re-write the script so that it only looks for the call that is greater than 3 minutes? Meaning, remove the first 0..179, and just have it as 179..900(Something like that). I also need it to collect 1 digits and route call to 7979 (Lead number for Octel) I think I can figure this out, I just wanted to see if someone has had to do this. If there is a way to define EWT in Call Pilot, where is that located? I am using application builder for the majority of the call routing and don't recall that feature. Also, is there a way to allow the caller to press 1 at anytime to leave a message while they are sitting in the queue. I have a MIRAN in place for MOH and the RANS, but can it accept digits, or is this something in symposium?

 

[ff7121]

For collect digits in time when customer wait in Symposium skillset queue in my practice third party IVR system is used.
Cheme the next. Inbound Call->Third Party IVR on Dialogic module (Transfer on CDN, control this transfer with customer interaction possibilities, interaction with Symposium throw database with CLID and time for call identification)->Meridian CDN->Symposium Script (interaction with IVR throw HDX database interaction with CLID and time for call identification).

This cheme is 100% worked and used by me in some customer Contact Centers designing processes.

 

[mte0910]

I have a “Spanish” script that is not unlike what you are talking about. Take a look and see if there is something you can use.


/**** EMERGENCY ****/
WHERE b_CC_EMERGENCY_gv EQUALS
VALUE 0: EXECUTE starting
VALUE 1: ROUTE CALL 913348331012 /* Same Skillset on other side */
VALUE 2: ROUTE CALL 913348331012 /* Catch all on other side */
DEFAULT: EXECUTE starting
END WHERE



SECTION starting
/**** CLOSED/HOLIDAY ****/
IF
DATE = b_holiday_gv
OR
DAY OF WEEK = SUNDAY
OR
DAY OF WEEK = SATURDAY AND TIME OF DAY = b_CC_Closed_Hrs_Sat_gv
OR
DAY OF WEEK = b_Mon_2_Fri_gv AND TIME OF DAY = b_CC_Closed_Hrs_Mon2Fri_gv
THEN
IF
CDN = 7947 or CDN = 3031
THEN
ROUTE CALL 918662291510
ELSE

GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_CC_closed_vs
DISCONNECT
END IF
END IF



/**** VARIABLE ASSIGNMENTS ****/
ASSIGN Spanish_Skillset TO b_Skills_cv
WHERE CDN EQUALS
VALUE 3030: ASSIGN 5 TO b_Prio_cv
VALUE 3031: ASSIGN 4 TO b_Prio_cv
VALUE 7946: ASSIGN 5 TO b_Prio_cv
VALUE 7947: ASSIGN 4 TO b_Prio_cv
DEFAULT: ASSIGN 5 TO b_Prio_cv
END WHERE
ASSIGN 9999 TO b_EWT_Last_cv



IF
OUT OF SERVICE b_Skills_cv
THEN
OPEN VOICE SESSION b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_Options_vs
COLLECT 1 DIGITS INTO b_Counter2_cv INTER DIGIT TIMER 5
END VOICE SESSION

WHERE b_Counter2_cv EQUALS
VALUE 1: ASSIGN Cust_Svc_Skillset TO b_Skills_cv
QUEUE TO SKILLSET b_Skills_cv WITH PRIORITY b_Prio_cv
WAIT 2
GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_agts_bsy_vs
GIVE MUSIC a_Music_Spanish_mr
VALUE 2: ROUTE CALL 7928
DEFAULT: DISCONNECT
END WHERE
ELSE
QUEUE TO SKILLSET b_Skills_cv WITH PRIORITY b_Prio_cv
WAIT 2
GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_agts_bsy_vs
GIVE MUSIC a_Music_Spanish_mr
END IF



SECTION sec_one
WAIT 20


ASSIGN EXPECTED WAIT TIME b_Skills_cv TO b_EWT_cv
IF
b_EWT_cv > b_EWT_Last_cv
THEN
EXECUTE sec_two
END IF


WHERE b_EWT_cv EQUALS
VALUE 0 .. 119: EXECUTE sec_two
VALUE 120 .. 179: GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_EWT_03_min_vs
VALUE 180 .. 239: GIVE CONTROLLED BROADCAST ANNOUNCEMENT 7902
PLAY PROMPT VOICE SEGMENT a_SPAN_EWT_04_min_vs
VALUE 240 .. 299: GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_EWT_05_min_vs
VALUE 300 .. 359: GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_EWT_06_min_vs
VALUE 360 .. 419: GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_EWT_07_min_vs
VALUE 420 .. 840: GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_EWT_08_min_vs
VALUE 841 .. 1440:GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_EWT_15_min_vs
DEFAULT: GIVE CONTROLLED BROADCAST ANNOUNCEMENT b_ACDN_gv
PLAY PROMPT VOICE SEGMENT a_SPAN_EWT_25_min_vs
END WHERE



SECTION sec_two
IF
NOT QUEUED
THEN
IF
OUT OF SERVICE b_Skills_cv
THEN
ROUTE CALL 7928
ELSE
QUEUE TO SKILLSET b_Skills_cv WITH PRIORITY b_Prio_cv
WAIT 2
END IF
END IF




IF
b_EWT_cv < b_EWT_Last_cv
THEN
ASSIGN b_EWT_cv TO b_EWT_Last_cv
END IF
WAIT 100
EXECUTE sec_one

 

[rckymtns]

Thank you for the responses. I will give them a try.

 

[johnpoole]

i am using call pilot ivr using this line

GIVE IVR INTERRUPTIBLE 8025600 WITH TREATMENT 8025606

WAIT 2

GIVE MUSIC 81

SECTION wait_loop

don't know if you have ivr ports on your call pilot, but i found that using nortel ivr makes the process very clean. someone told me here that nortel does not support that statement so i called nortel since they sell it and include it in the maunals, they do support it.. i added 8 ports and keycodes to include that one line in my scripts.. it allows a caller to remain in que and offers mail as an option.. i perfer to transfer to a supervisor, but the supervisor perfers voice mail

john poole
bellsouth business
columbia,sc