RAN/IVR Scripting Issue

[da2004]

Hi,

I have to do following:
If Idle Agent Count Skillset1 = 0 THEN GIVE BUSY END IF
If Oldest Call Skillset1 > x Then GIVE BUSY END IF
If QUEUED Call Count Skillset1 > x Then GIVE BUSY END IF

GIVE RAN xx /* About 20 seconds RTYP = MLVL */
QUEUE TO Skillset Skillset1
WAIT 6
....

The RAN is a duty announcement which has to be played before an agent can answered it.
The length of the RAN is about 20 secs. As you can see (it is a very busy line), i have no chance to find out how many calls are already on the RAN. The result are very long waiting times. I am trying to find a possibility to check how much Calls are Waiting against the application....
I tried dummy skillset, GIVE IVR. No chance.

Any other possibilities?

 

[SashaChris]

If it is very busy line you have to use GIVE CONTROLLED BROADCAST ANNOUNCEMENT scripting command.

SCh

 

[da2004]

But that doesn't solve my problem how to handle the calls _before_ queueing ;-)

The Give Controlled Broadcast Command uses IVR Ports and I don't want use IVR Ports for that. The second Problem ist that the announcement has to be answered within 0-2 secs in start/stop mode. I've done this by bundling several RAN-Routes to one.

 

[mabsar]

In your primary script you can try to add GIVE RAN command before queuing the call to skillset.

To handle the volume of calls, you can use RAN broadcast feature which connects more than one caller to a sigle RAN port.