Greetings, Just want to confirm this will do what they're asking for. I'm new to this, and while I believe this will work, I would appreciate expert insight.
So, what they want is for calls either after hours, or holidays, to be handled by another group. When timestamps is open, calls are handled by timestamps. When timestamps is closed, for whatever reason, they want calls handled by timestamps_afterhours.
/**/ SECTION timestamps
IF TIME OF DAY = business_hrs_gv
AND NOT DATE = holidays_gv
THEN
IF OUT OF SERVICE timestamps_sk THEN
ROUTE CALL 2345
ELSE QUEUE TO SKILLSET timestamps_sk WITH PRIORITY 3
WAIT 2
EXECUTE theloop
END IF
ELSE EXECUTE timestamps_afterhours
END IF
< I omitted theloop >
/**/ SECTION timestamps_afterhours
IF DATE = 1st_Holiday_day_gv
AND TIME OF DAY > 04:00
OR
DATE = holidays_gv
OR
DATE = last_Holiday_day_gv
AND TIME OF DAY < 16:00
THEN
ROUTE CALL 6543 /*if the group is on holiday send calls here*/
ELSE
ROUTE CALL 23456 /* they handle the calls when open */
END IF
ROUTE CALL 6543 /* catch all if 59750 is out-of-service */
Thanks!
So, what they want is for calls either after hours, or holidays, to be handled by another group. When timestamps is open, calls are handled by timestamps. When timestamps is closed, for whatever reason, they want calls handled by timestamps_afterhours.
/**/ SECTION timestamps
IF TIME OF DAY = business_hrs_gv
AND NOT DATE = holidays_gv
THEN
IF OUT OF SERVICE timestamps_sk THEN
ROUTE CALL 2345
ELSE QUEUE TO SKILLSET timestamps_sk WITH PRIORITY 3
WAIT 2
EXECUTE theloop
END IF
ELSE EXECUTE timestamps_afterhours
END IF
< I omitted theloop >
/**/ SECTION timestamps_afterhours
IF DATE = 1st_Holiday_day_gv
AND TIME OF DAY > 04:00
OR
DATE = holidays_gv
OR
DATE = last_Holiday_day_gv
AND TIME OF DAY < 16:00
THEN
ROUTE CALL 6543 /*if the group is on holiday send calls here*/
ELSE
ROUTE CALL 23456 /* they handle the calls when open */
END IF
ROUTE CALL 6543 /* catch all if 59750 is out-of-service */
Thanks!
