Route affecting hold times in reports 1

[suptosh]

I am using Symposium call center 5.0 and currently my script jumps from the regular skill set to an overflow. My question is that when I run my abandon report the longest wait time is always no more than 2min or 120 seconds. After look at the script there is several wait 120 commands then it routes to a call pilot message for a heavy call volume. The problem is that every 120 seconds when this routes to the call pilot message the call in queue resets its call waiting time back to 0.

Is there a way to find out in a report how long the longest call waited for that day?

or is there a way to change the script to allow users to hear a call pilot message for heavy hold times without resetting the call waiting time?

right now the script looks like something like this...

IF (TIME OF DAY = xxxx_HOURS)
THEN ROUTE CALL 6101

IF (DAY OF WEEK = xxxx_WEEKEND)
THEN ROUTE CALL 6101

ROUTE CALL 6880

QUEUE SKILLSET xxxxx

GIVE MUSIC 30

END IF

SECTION LOOP

IF (TIME OF DAY = xxxxx_HOURS)
THEN ROUTE CALL 6101

IF (DAY OF WEEK = xxxxx_WEEKEND)
THEN ROUTE CALL 6101

END IF

WAIT 120

ROUTE CALL 6880

END SECTION LOOP


OVERFLOW SCRIPT

IF (TIME OF DAY = xxxxx_HOURS)
THEN ROUTE CALL 6101

IF (DAY OF WEEK = xxxxx_WEEKEND)
THEN ROUTE CALL 6101

SECTION LOOP

IF (TIME OF DAY = xxxxx_HOURS)
THEN ROUTE CALL 6101

IF (DAY OF WEEK = xxxxx_WEEKEND)
THEN ROUTE CALL 6101

WAIT 120

ROUTE CALL 6871
/HEAVY HOLD TIME MESSAGE/

END SECTION LOOP

IM NOT SURE WHAT TRIGGERS THE CALL TO QUEUE TO THE OVERFLOW SCRIPT?

BASICALLY A CALL COMES INTO QUEUE, AND IF THE CALL WAITS LONGER THAN 120 SECONDS TO BE ANSWERED IT QUEUES THE HEAVY HOLD TIME MESSAGE AND RESETS THE CALL WAITING TIME FOR THAT CALL.

THEN WHEN I RUN THE REPORT THE LONGEST WAIT TIME IS ALWAYS AT THE MOST 120 SECONDS.

ANY HELP WOULD BE APPRECIATED.

THANKS!

 

[sandyml]

You shouldn't be routing to CallPilot the way you are. All that does is dump the call out of queue. Instead, you should have configured ACCESS or GIVE IVR treatments. That way, the calls stay in queue.

 

[suptosh]

Yeah the problem is that I am trying to right some wrongs in this area. This was set up back in 2005 by people who were half knowledgeable in scripting.

So I guess my next question would be how do I GIVE IVR treatments? is this just a script code, or is this something I actually need to set up in Symposium.

I am very limited in my access to the server options, due to the fact that the actual server houses several call centers for our park.

So everytime I need to change something out of my access range, I have to set up a money order or PO to have ATT come and make the changes.

Thank you very much for your help!

 

[telebub]

The 1st thing you need to do is verify that you have some IVR or ACCESS Ports built. If not, they will need to be added before you can perform script changes. The easiest way to see what you have is to log into Symposium and go to Switch Administration/Phonesets & Voice Ports. (If you are using Web Client, look under Configuration for this)Look to see if you have any Voice Ports built and acquired. If not, you might want to go ahead and get the money order ready for AT&T to come out.

War Eagle!
Lions Baseball '09!

 

[suptosh]

Under voice ports I have
CP1 thru CP8 (aquired login)

As far as phone sets I have serveral of these as well.

 

[telebub]

Ok. Now log into CallPilot Manager and go to Maintenance/Channel Monitor. Look at all of your ports and see if those 8 have a blue line or a green line in them. Blue line means they are ACCESS Ports and green line means they are IVR Ports. Also, in the Voice Ports section you looked at, if they were ACCESS Ports they would have had a Channel ID with them.

Another way to tell is to launch Config Wizard in CallPilot. Choose the Express method and only select Switch Configuration. It will show you all the TNs in CallPilot and how they are configured. Once you see it, click cancel and exit from Config Wizard.

War Eagle!
Lions Baseball '09!

 

[suptosh]

I dont have personal access to call pilot, but am meeting with a gentelman later who does. I did check under the voice ports, and none of them have channel ID's so I would assume by your statement that these are IVR's.

Thanks for being patient with me!

 

[sandyml]

They also might be just regular ports. The green line that telebub mentioned will distinguish them from regular ports, which don't have a color. If they are not ACCESS ports, and if they are not IVR ports, then you cannot use them to provide greetings while holding in queue. And with only 8 ports, you may not have the capacity to split out IVR or ACCESS ports (they must be in a dedicated queue, and cannot be used for regular voicemail services). If that is the case, your alternative would be a MiRAN card or some type of interalia device.