need help for script 2

[luispain]

hi fellows.....I need to create a script of symposium that does the following thing: a call enters in our call center, the table idc assigns it to a CDN, after in the master script we associate this CDN with a script, which is the following one:

/*WHERE CDN EQUALS
VALUE 5099:*/
GIVE MUSIC musica_gv
WAIT espera_2_gv
GIVE RAN 21
ROUTE CALL 4924

/*END WHERE*/

GIVE RINGBACK
/*DEFAULT: GIVE RINGBACK*/

SECTION espera
IF AGE OF CALL > espera_max_gv THEN
DISCONNECT
END IF
GIVE MUSIC musica_gv
WAIT espera_2_gv
GIVE RAN men_2_cv
IF NOT QUEUED THEN
IF OUT OF SERVICE Skillset_cv THEN
Give Busy
ELSE
Give RAN Men_1_cv
QUEUE TO SKILLSET Skillset_cv WITH PRIORITY prioridad
EXECUTE espera
END IF
END IF
EXECUTE espera




what we try to do is that the call goes to a voice message of one of our miran2 cards, and after listening to the announcement, we need that the call is not cut, but it is transferred to an phone extension (for example 4924) of our center...but i'm sure that we are making something wrong...please help me!!!!

thaks for all

 

[cgilmer]

I got a few questions and a couple of suggestions.

First off is the 4924 an extension on an agent phone? Are you trying to route the calls to a particular agent or is this 4924 just an ACD? Possibly an MCR?

I'm a bit concerened how you are treating the calls. It looks like if the age of call is greater than a certain variable you are just dropping the caller.

Also I don't understand how any of your calls are getting past this part to even do the rest of the script:

GIVE MUSIC musica_gv
WAIT espera_2_gv
GIVE RAN 21
ROUTE CALL 4924

This is really the only part of the code being executed so you don't even need anything below this if this is all you are trying to do.

If you are actually trying to use the section below your ROUTE command you need to make some logical changes to it so it will use less resources. Once you get that figured out you should probably change this as well:



GIVE MUSIC musica_gv
WAIT espera_2_gv
GIVE RAN men_2_cv

SECTION espera
IF AGE OF CALL > espera_max_gv THEN
DISCONNECT
END IF
IF OUT OF SERVICE Skillset_cv THEN
Give Busy
END IF
wait "xx"
Give RAN Men_1_cv
IF NOT QUEUED THEN

QUEUE TO SKILLSET Skillset_cv WITH PRIORITY prioridad
END IF
EXECUTE espera

You really need some sort of waiting in there or you will find a repeating message loop. Also, there is no reason to re-establish your music once you set it so you can move that outside the "loop".

Its very difficult to tell what it is you are trying to accomplish here.

What does the "busy" variable do? Is this an EM of some sort to a voicemailbox?

 

[luispain]

Hi again cglimer...thanks to answer me, and thanks to try help me, i'm going to try to explain whats is the situation.....the extension 4924 is an analogical extension, it isn't an agent phone, then it'snt an ACD extension.

GIVE MUSIC musica_gv
WAIT espera_2_gv
GIVE RAN 21
ROUTE CALL 4924

i'm going to try to explain what does this script: in variable musica_gv we have the Musical thread, when the call is picked up it has to wait a time to be treated that is the numbers of rings tone (variable espera_2_gv), later the command GIVE RAN 21, is the route where our miran2 voice message is, After listening the voice message the call MUST be redirected to an analogical phone extension (4924), and the call musnt be cut.

So do you think that we dont need the rest of the script??,

SECTION espera
IF AGE OF CALL > espera_max_gv THEN
DISCONNECT
END IF

is only to cut the call if it lives more time that we want, this disconect the call.

thanks a lot, to waste your time helping me.......keep in touch

hope that you understand all i have to say.....

thanks from spain

 

[brewerdude]

Once you give the ROUTE CALL command the call leaves Symposium cannot be handed by it anymore.

If you want to ring an agent's phone for a specified period then send it elsewhere after it's not picked up, use the command:

QUEUE TO AGENT XXXX (WITH PRIORITY X)

 

[atchuvely101]

ROUTE CALL 4924 CONTROLLED

will let Symposium keep control of the call, so if its not answered at 4924 you can give alternate treatment.

 

[brewerdude]

A-ha, I stand corrected. However with a caveat:

Note: Controlled mode only applies if the destination is busy or does not exist.


So, if you send a call to a phone that forwards to VM, you're stuck...

 

[johnjose]

Recently I have been asked for similar call flow solution:
Call routing to an analog extention. If call is not answered in defined time then should be routed to another DN ( for your case it can be DISCONNECT).
As there is not possible to control call after it is once routed to DN number, call has to be routed to the skillset. If is not answered, you can manage via script next treatment.
Agent has to be still logged in (using FFC created in the Meridian).
Our IT help desk is happy with this solution as they can also have average answer delay reports for calls. So you can try next :
- program analog extention 4924 as the agent and program FFC for analog agent log in (if you have not it yet),
- create new skillset yyyy and assign it to analog agent,
- then your script could look like this:

IF NOT OUT OF SERVICE yyyy THEN
QUEUE TO SKILLSET yyyy
ELSE
(ROUTE CALL 4924, GIVE RAN , ……)
END IF

IF AGE OF CALL > espera_max_gv THEN
DISCONNECT
END IF