Leave message option not working.

[wolf2blue]

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I have two scripts script one will transfer callers to voicemail without issue when 1 is pressed. Script 2 for another skillset has the same coding only using a different DN variable and route to extension. When 1 is pressed in script 2 it routes callers to a prompt (5) instead of routing the call to the extension. I have copied the entire script to a test script and changed the skillset to a test_sk and it works. I am sure I missing something but I cannot seem to but my finger on it.
Any help would appreciated.

Script 2
/* check if agent logged in ignore bus hours check*/
IF NOT OUT OF SERVICE Customer_Service_sk THEN
EXECUTE Main
ELSE

/* Check Holiday */

IF (DATE = cs_holiday_gv) AND (TIME OF DAY <> holiday_work_hrs_gv) THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 8950
PLAY PROMPT VOICE SEGMENT holiday_grtg_gv
DISCONNECT
END IF


/* check business hours */
IF (DAY OF WEEK = bus_gv) AND (TIME OF DAY <> bus_hrs_gv)OR
(DAY OF WEEK = weekend_gv)AND (TIME OF DAY <> weekend_hrs_gv) THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 8950
PLAY PROMPT VOICE SEGMENT c_four_gv
DISCONNECT
END IF
END IF
SECTION Main

/* let callers know they may be monitored */
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 8950
PLAY PROMPT VOICE SEGMENT monitor_grtg_gv

IF NOT OUT OF SERVICE Customer_Service_sk THEN
QUEUE TO SKILLSET Customer_Service_sk WITH PRIORITY contact_priority_cv
WAIT 2
ELSE
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 8950
PLAY PROMPT VOICE SEGMENT c_five_gv
DISCONNECT
END IF

IF (QUEUED CALL COUNT Customer_Service_sk >= 10) THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 8950
PLAY PROMPT VOICE SEGMENT c_eight_gv
ELSE

GIVE CONTROLLED BROADCAST ANNOUNCEMENT 8950
PLAY PROMPT VOICE SEGMENT c_six_gv
END IF

GIVE MUSIC music_gv

SECTION WaitLoop

WAIT 30


IF NOT QUEUED THEN
IF NOT OUT OF SERVICE Customer_Service_sk THEN
QUEUE TO SKILLSET Customer_Service_sk WITH PRIORITY contact_priority_cv
WAIT 2
ELSE
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 8950
PLAY PROMPT VOICE SEGMENT c_five_gv
DISCONNECT
END IF
END IF
/* GIVE CONTROLLED BROADCAST ANNOUNCEMENT 8950
PLAY PROMPT VOICE SEGMENT c_seven_gv */
WAIT 15


ASSIGN 0 TO CustService_cv
OPEN VOICE SESSION 8950
PLAY PROMPT VOICE SEGMENT c_nine_gv
COLLECT 1 DIGITS INTO CustService_cv
END VOICE SESSION
IF CustService_cv = 1 THEN
ROUTE CALL 471
DISCONNECT
END IF

EXECUTE WaitLoop

 

[StanleySteamer]

Looks like you are playing the digit 5 when there is nobody logged in to the skillset.

 

[wolf2blue]

Thanks StanleySteamer,
I get the prompt 5 when I press while the agent are logged in just busy or not ready. Is it possible to set a default prompt that will ignore the digit that I have for the extension? If so where / how can I find it?

Thanks

 

[wolf2blue]

Thanks for the help StanleySteamer you were right. I found that the SDN was pointing to another application that played the same message as prompt 5 (recorded by the same person).

Thank you for the fast reply.

This site rocks

 

[StanleySteamer]

Ha - well I didn't have the answer but I'm glad you were able to find it.