nsvc with CCR

[arcopress]

I've used NSVC for years... It's quite helpful in the event of fire alarms,emergency meetings, etc...
I've got a new client that uses a CDN (CCR) for their entry point, and I assumed that Night Service would still function, given that the CCR Script dumps the call to the ACD Q. NOT !
When the NSVC is invoked, and the internal ACD Q # is called, the NCFW target works fine.. however, if one calls from the outside and hits the CDN, the call doesn't follow the NCFW in the Q, rather, it stays in the CCR waiting for an agent.
Anyone know of a work around?
Thanks..
Alan

 

[mikeyb123]

you need to put a line in the ccr to accomondate this. i'll try to remember the syntax to do this.....

If they have a set open closed time put that at the start of the script ie

IF TIME OF DAY or DAY OF WEEK = CLOSED THEN GIVE IVR WITH TREATMENT SHUT

closed and shut being variables.

If they have varied open and shut times i think it goes you can use a queue in night service

It's been a while since I used ccr.......(probabily shows....)

CCR is there to avoid putting the calls direct to the Q and to give

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[mikeyb123]

for night service.....

ROUTE TO XXXX IF Night Service yyyy

so this says route the call to xxxx if a particular q is in night service for example...

GOTO Nite_3600 IF Night Service 3600

QUEUE TO 3600 /* Normal business hours queue */

GOTO Wait_For_Free_Agents

SECTION Nite_3600

QUEUE TO 3700 /* Night Service Queue */

QUIT

SECTION Wait_For_Free_Agents

GIVE MUSIC 8

SECTION Record_Announcement

GIVE RAN agents_busy

WAIT 60

GOTO Record_Announcement

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.