New Job - need to redirect to external number

[CrispyRice]

Hi all,

I have just got a new job and my boss wants me to change the symposium script to redirect some calls to an extrnal call centre...

This is a problem as i haven't even used this product before, i am just a developer with no previous experince of call centre stuff (not what i was hired for i might add) ... not the best start.....

Anyway the script does this:


IF EXPECTED WAIT TIME Wide_Area > give_busy_threshold THEN
GIVE BUSY
END IF

I need it to transfer the call to an external number instead of the GIVE BUSY function.

I have no idea how to achive this but i would really like to give a good impression to my new Boss (I have explained i have no idea )

I notice there are variables within the script manager, would i create one for the external number and create a script that i execute that will transfer it ?

i.e. EXECUTE sent_to_external ?

if i'm on the right lines what would this send_to_external script look like....

Sorry for being such a noobie.

Chris

 

[johnjose]

IF EXPECTED WAIT TIME Wide_Area > give_busy_threshold THEN

ROUTE CALL 87654321 /*87654321=external number*/

 

[rfwhite]

ALso, you may need to prepend the ACOD of your outgoing route depending on whether it's a local or long distance call.
In other words, to use the example above and you dial 7000 to get an outgoing trunk the number would be
ROUTE CALL 700087654321
END IF

 

[cgilmer]

You may also run into problems with Trunk to Trunk transfers being blocked. If this is the case you can route the call through a phantom TN or analog port and override the transfer blocking feature with the local programming on the analog port.

If you have to use this type of setup you just Route Call to a 4 digit extension on your switch and the analog port takes care of the rest.

The analog feature is FTTU.