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
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