Need help adding to a script at a PSAP

[rpneal44]

Disclaimer - I'm a newbie to Scripting, so here goes: Below are two script files. The one labeled FireAdmin is the existing script. What we would like to happen is to have the incoming calls queue first to agents with Skillset Priority 1, then wait 20 - 30 seconds before it is presented to an agent with Skillset Priority 4. The script file labeled Fire_Test is my attempt at solving this. Your feedback and/or corrections would be greatly appreciated.

This is the existing Script I would like to change. Below it is my feeble attempt to change it


SECTION FIREADMINqueue
QUEUE TO SKILLSET FireAdmin WITH PRIORITY 4
WAIT 10
EXECUTE WaitLoop

SECTION WaitLoop
GIVE RINGBACK
WAIT 60

IF NOT QUEUED
THEN EXECUTE FIREADMINqueue
END IF

IF AGE OF CALL > 14440
THEN DISCONNECT
END IF

EXECUTE WaitLoop


Here is the edited script:

SECTION FIREADMINqueue

QUEUE TO SKILLSET FireAdmin WITH PRIORITY 1
WAIT 15
EXECUTE WaitLoop1

SECTION WaitLoop1
GIVE RINGBACK
WAIT 15

IF NOT QUEUED
THEN EXECUTE FIREADMINqueue1

SECTION FIREADMINqueue1
QUEUE TO SKILLSET FireAdmin WITH PRIORITY 4
WAIT 10
EXECUTE WaitLoop

SECTION WaitLoop
GIVE RINGBACK
WAIT 60

IF NOT QUEUED
THEN EXECUTE FIREADMINqueue
END IF

IF AGE OF CALL > 14440
THEN DISCONNECT

EXECUTE WaitLoop


Can someone tell me whether or not I'm on the right track here? Input, suggestions, what have you are all appreciated.

THX - Phil


Phil, the Phriendly Phone Man

 

[TelecomNemo]

This script is way too simplistic and open to errors for use supporting a PSAP. And it appears that you do not understand the function of Skillset Priority 1 and Skillset Priority 4 as applies to agents.

This is not meant as a put down. CCMS scripting is not a great mystery and can be learnt. This being a PSAP and with you being a newbie I strongly recommended that a knowledge professional be brought in to review and modify the scripts. And if that person allows it you can gain some CCMS education at their side. Expect to pay extra for the education.

 

[rpneal44]

Not quite the help I was looking for, there, fellow. Would any one else like to weigh in?

Phil, the Phriendly Phone Man

 

[captaingadget]

I think you are getting confused with AGENT priorities and CALL priorities. Agent priorities operate within a skillset such that calls pesented to the skillset will search out agents with the highest priority first, then the next highest etc. There is no delay in the search. The way you have the script written simply increases the prioity of the CALL, it does not influence which agents get the call first.

If you want to insert a delay between queueing to different sets of agents as you posting suggests, then you need to have 2 skillsets such as fireadmin1 and fireadmin2, and split the agents between them. You ccan then insert whatever delay delay you require. e.g.

QUEUE TO SKILLSET fireadmin1

WAIT 30

QUEUE TO SKILLSET fireadmin2

You dont need to specify a call priority unless you wish to. The call priority only comes into play if calls are queueing, the call with the higest priority will be answered first, but not nesessarily by the higthest priority agent.

Hope this helps a bit.

 

[Milesprower]

I'm sorry rpneal44: this is a PSAP and not a place to experiment. It only takes 1 issue to affect lives.

I recommend you engage a vendor who is Global Knowledge trained and experienced in PSAP applications. It is just too scary to try and use an internet forum for this purpose.

That said, call routing in this application should be kept as simplistic as possible. I have seen issues where the lower ranked skillset agents thought the call would be answered by the higher ranked agents and did not pay attention to their incoming calls. I urge you to push back on the agents to keep them all at one skillset level. If an Agent is logged in in an 911 center, then they should be ready (and expect) to receive calls.

 

[rpneal44]

Rest assured, ALL, that I am NOT experimenting on a PSAP!! I am just trying to grasp and understand the issue and possible solutions! No Scripts have been harmed in the posting on this forum!

Maybe I should have gone into a little more detail on the situation. This script resides at a back-up site that is active only once a month for 24 hrs. They keep complaining that calltakers on 'the floor' (P-4 for these calls) are getting calls that should be going to 2 particular agent positions who don't take emergency calls. These two agent positions have their incoming priorities set at P-1 for these call types (calls directly from firemen and policemen). The 911 calltakers have emergency calls set at P-1, and the F/P calls set at P-4 so they cal answer the F/P calls IF THEY ARE AVAILABLE and the other 2 are not.

CaptainGadget - Thank you for the input. That was along the line of info I was seeking.

Milesprower - I have already pushed back for them to pay attention to their calls more than once. For this particular skillgroup, I don't believe that they have CALL FORC activated so they may just be missing the incoming call before it is presented to another agent with a lower priority in the same skillgroup. I haven't "caught" them at it yet.

Is there a way (and I'm sure there is) that I can make these calls stay longer at the phones of the P-1 agents?

Phil, the Phriendly Phone Man

 

[Milesprower]

Call Presentation Class defines how long a call "rings" before going back into queue to look for another agent. You define the class first (under the Configuration module in the web client), then you assign the agent to the class (in Contact Center Manager Module). The more time you let a call ring, the longer it can be until the call is actually answered.

Nortel does not recommend call forcing in 911 environments. If the agent leaves their phone unattended and a call is presented, the caller is stuck there (presented and technically answered).

The system looks for the highest ranked, longest idle agent. So you skillset assignments look correct and you should not have to fool with the script. Check that the agent order preference in Global Settings (Configuration module) is set to Longest Total Time since last CDN/ACD call.