over flow

[westsidedeuce]

when these agents are busy - (on a call) we want the over flow to go to another queue ?
the following are in a script variable along with 10 other CDN -priority_skillset WITH PRIORITY priority_skillset

please help - very new to scripting
thanks




ASSIGN 5 TO primary_skillset THEN
ASSIGN ACSC TO priority_skillset WITH PRIORITY priority_skillset

IF NOT OUT OF SERVICE primary_skillset THEN
QUEUE TO SKILLSET priority_skillset WITH PRIORITY priority_skillset

ELSE

EXECUTE Out_Of_Service
END IF
OPEN VOICE SESSION
PLAY PROMPT VOCIE SEGMENT vs_acsc_1st_ran
END VOICE SESSION

GIVE MUSIC music_default

SESSION Loop
WAIT seconds_between_loop
IF NOT OUT OF SERVICE primary_skillset THEN
QUEUE TO SKILLSET priority_skillset WITH PRIORITY priority_skillset

ELSE

EXECUTE Out_Of_Service

END IF
END IF
GIVE CONTROLLED BROADCAST ACCOUNCEMENT
PLAY PROMPT VOICE SEGMENT vs_acsc_oos_announce

DISCONNECT

SECTION After_hours

GIVE CONTROLLED BROADCAST ACCOUNCEMENT
PLAY PROMPT VOICE SEGMENT vs_acsc_closed

DISCONNECT





Josephine Vigil
Henderson, Nevada USA

 

[captaingadget]

I assume this is not the entire script or in service because it has many errors. However, do you mean you want to overflow to a new queue/CDN or another skillset?

There are a number of ways depending on what you want to achieve. Probably best to use the IDLE AGENT COUNT intrinsic. e.g.

IF IDLE AGENT COUNT <skillset> THEN
QUEUE TO SKILLSET xxxx
END IF

Or you could place agents with different priorities in the one skillset and use this to overflow.

The choice is yours.

 

[westsidedeuce]

Thanks captaingadget I did not write the script - but it as an event handler before the script - anyway I need to change it and thank you for your help .

IF IDLE AGENT COUNT <primary_skillset >THEN
QUEUE TO SKILLSET telemarket_cdn
END IF

if the primary skillset is a script variable with 10 CDN in it - would this change effect those CDN or just the ACSC agents over flow ?

Josephine Vigil
Henderson, Nevada USA

 

[westsidedeuce]

Thanks for your help
This is what worked for me

ASSIGN 5 TO primary_skillset THEN
ASSIGN ACSC TO priority_skillset WITH PRIORITY priority_skillset

wait 2

IF IDLE AGENT COUNT primary_skillset > 2
THEN QUEUE TO SKILLSET telemarket_cdn
wait 2
END IF

Josephine Vigil
Henderson, Nevada USA