Nortel Contact Center 6.0

[Cory356]

Does anyone know what scripting I put in for the Contact Center to announce to the caller what # they are in queue when all agents are busy?

 

[phonz1]

post this in Nortel: Symposium call center solutions, they can help you better!

 

[davemh]

POSITION IN QUEUE <skillset> is probably what you're looking for.

 

[davemh]

Oops...read that too quickly....that's not quite what you're looking for after all......

 

[Cory356]

Here is my script....

/* This script is written for the Help Desk department, it is transferred from the CallPilot depending upon
time of day. If there are no agents logged into skillsets the caller will be
transferred to the night bell number 71850 which is CP menu for Help Desk One Moment Pls*/

/* There are three varaibles for this script
hgh_cll_vlm_gv: announcement for high call volume
hd_agts_bsy: all agents currently busy announcement
moh_gv: music on hold*/


IF OUT OF SERVICE Help_Desk THEN
EXECUTE Oos
END IF

Section Main
QUEUE TO SKILLSET Help_Desk WITH PRIORITY 1
WAIT 2
expected_wait_cv ASSIGNED (EXPECTED WAIT TIME Help_Desk / 60 +1)
IF (EXPECTED WAIT TIME Help_Desk > 300) THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT hgh_cll_vlm_gv
END VOICE SESSION
ELSE
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT
VOICE SEGMENT hd_agts_bsy
END IF
WAIT 2
GIVE MUSIC moh_gv
WAIT 20

Section Loop
IF NOT QUEUED THEN
IF OUT OF SERVICE Help_Desk THEN
EXECUTE Oos
ELSE
QUEUE TO SKILLSET Help_Desk WITH PRIORITY 1
END IF
END IF
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT
VOICE SEGMENT hd_agts_bsy
WAIT 30
EXECUTE Loop


Section Oos
ROUTE CALL 71850