Queue to Agent script problem

[brewerdude]

I'm trying to write a script that will send a call to an agent, ring the phone for a specified period, then if the call's not answered, send it to a voicemail (I actually plan to send it to another rep, I'm just using the voicemail here for testing purposes). I'm using the queue to agent command, but when I make a call, the phone continues to ring, and doesn't seem to follow the script. What am I doing wrong??

Here's the code:


/* Another test script */

GIVE RINGBACK
WAIT 2

QUEUE TO AGENT 6939 WITH PRIORITY 1

WAIT 10

REMOVE FROM AGENT 6939


WAIT 2

GIVE IVR 3123 WITH TREATMENT 1133




This is on Symposium 4.0, Rls 25.40

Another weird thing happened when testing. I wanted to see what what would happen if I did the QUEUE TO AGENT with the agent logged out. The call got sent to another agent that had nothing to do with my test agent. Different skillset, queue, etc. There was nothing common between them…

 

[sandyml]

Well, it sounds like your call went to a default skillset. Also, remember that when you Queue To Agent, the call will not ring on that agent's phone unless the phone is idle, logged in, and available. So, once it does start to ring, it will ring until the call presentation time kicks in and returns the call to queue. At that point, it will look for an agent in the default skillset.

You could try something like this:

IF LOGGED IN AGENT 6939 THEN
QUEUE TO AGENT 6939 WITH PRIORITY 1
END IF

WAIT 2

QUEUE TO SKILLSET XXX


Or something along those lines.

 

[Sympology]

You could also age of call:

Allow for any messages, so:
Queue agent etc:

If age of call >12 then remove from agent xxxx Then
GIVE IVR etc
End If

Stu..

Oh course I'll come back at lunchtime. When is it? Oh thats a shame, so's mine.

 

[Sympology]

Course, should of read (very basically.Include the skillset recommendation above as well

SECTION LOOP1
IF AGE OF CALL >xx THEN
EXECUTE DEQUEUE
END IF

EXECUTE LOOP1

SECTION DEQUEUE
REMOVE FROM AGENT
GIVE IVR etc..

Oh course I'll come back at lunchtime. When is it? Oh thats a shame, so's mine.

 

[Sympology]

Re-Read this:
Made few mistakes...well it is Monday. May need a bit of tweaking to get it to validate.

IF LOGGED IN AGENT 6939 THEN
QUEUE TO AGENT 6939 WITH PRIORITY 1
ELSE
(choose treatment e.g.go to app, IVR or voicemail)
END IF

SECTION LOOP
IF AGE OF CALL >10 THEN
EXECUTE DEQUEUE
ELSE
WAIT 5
EXECUTE LOOP

SECTION DEQUEUE
REMOVE FROM AGENT 6939
WAIT 2
EXECUTE (your choice)

Stu..


Oh course I'll come back at lunchtime. When is it? Oh thats a shame, so's mine.

 

[brewerdude]

Had to make a couple of tweaks, but got it to work


1. LOGGED IN AGENT is invalid, you have to check for LOGGED OUT AGENT

2. DEQUEUE is a reserved word so you can't use that for a section name.

I also realized that my test agent was actually a supervisor and had no Call Presentation defined. Once I made it an agent, everything worked. Here's how the script looks:

/* Another test script */

GIVE RINGBACK
WAIT 2

IF LOGGED OUT AGENT 6939 THEN
GIVE IVR 3123 WITH TREATMENT 1133
ELSE
QUEUE TO AGENT 6939 WITH PRIORITY 1
WAIT 2
END IF


SECTION LOOP
IF AGE OF CALL >=10 THEN
EXECUTE TakeOut
ELSE
WAIT 5
END IF
EXECUTE LOOP

SECTION TakeOut
REMOVE FROM AGENT 6939
WAIT 2
GIVE IVR 3123 WITH TREATMENT 1133

Thanks all for their help!