Sample Script for CLID's 3

[foneguy8]

Does anyone have a sample script including routing calls based on the CLID's for different languages?

Nortel CC6.

Any help would be greatly appreciated.
Jeff

 

[johnjose]

Depending on CLID number format that you receive from PSTN you can try something like this:

IF CLID= 33@ THEN /* all CLIDs starting with 33 are queued ... */
QUEUE TO SKILLSET language1
END IF

IF CLID= 43@ THEN /* all CLIDs starting with 43 are queued ... */
QUEUE TO SKILLSET language2
END IF

IF CLID= 44@ THEN /* all CLIDs starting with 44 are queued ... */
QUEUE TO SKILLSET language3
END IF

j.

 

[ACooperman]

How do I find out what CLID's the calls have when they are coming in we just get the skillset on the phone screen ?

 

[pronei]

Add caller ID to the Phoneset Display in the Phoneset Display config of CCMA.

 

[ACooperman]

ok now heres one for you

we are doing a store call divert to headoffice to try and detask our stores from taking calls all day. we have stores all over the country, what we want is a way that the calls can be identified by area code to being near a particular store, this is so the agents dont have to ask every single caller which store they are calling for, i.e. a hull area code comes up as hull on the phone or something similar, is it possible to do this and if so how ?

Thanks in advance

 

[captaingadget]

Acooperman, you seem to have hijacked foneguy8's thread, may be best to start your own else foneguy8 get all the notifications. But in answer to you question, I think it is not practical to sort all the UK area codes although you probably could do. You have already said that you have call diversion from the stores to HQ. It may be better to divert each store to it's individual CND or DNIS number and attach a text to this to display on the agents phone. How many stores are there?

 

[ACooperman]

Apologies for the thread hijacking, There are 250ish stores, they are on standard BT lines they are not IP telephony or anything like that. these are being routed by BT to our HO and then the agents are taking the calls, at the moment we are just diverting 10 stores but this number is slowly expanding. It is going to be a slow rollout so as long as any changes when i want to add a store are not too excessive its not like i am gonna be spending a week solid doing 250 stores.

Thanks for the quick response.

 

[captaingadget]

OK, you will need to script on DNIS as there is 250 CDN limit. You may therefore need to increase your DDI range at HQ accordingly. Divert each of the store numbers to an individual DDI number, this becomes the DNIS. Assign a text field in CCMA to each DNIS number which will identify the called store, and adjust the phoneset display properties to display DNIS.

 

[ACooperman]

Can I not pass the incoming number to symposium and then send each incoming number to a skillset and then display the skillsets as increasing the DDI range by 220 is not really an option.

Thanks again

 

[ACooperman]

Something down the lines of whats above

F *incoming number*= 01904@ THEN /* all CLIDs starting with 01904 are queued ... */
QUEUE TO SKILLSET York
END IF

or is that not possible

 

[pronei]

Of course its possible, I have several scripts of the sort. I use global variables that include NPA and some with NXX, I don't know EU standards, but should be something similar.

I compare the CLID to the global variables defined for each skillset I want.

For example all calls with NPA 423 in CLID get routed to a specific skillset.

Easy enough, although a LOT of entries in a LOT of variables.

There is also a max entry in a global variable, however, I don't remember how many it allows.

 

[foneguy8]

I dont mind the hijack.
I am learning from your replies.
Thanks again to all
Jeff

 

[captaingadget]

You must do whatever is the best/easiest for you. Using skillsets is perfectly valid. There is a 1000 skillset limit which is easily OK for 250 stores. But there is a configuration nightmare as agents will need to belong to all 250 skillsets. Using DNIS is very simple. It's really up to you now to decide.

 

[ACooperman]

How would I go about configuring it with DNIS ? Sorry I am reasonably new to this, also Pronei could I have some examples please? Thanks again for the help guys.

 

[captaingadget]

On your incoming DDI route i.e. the route your store numbers will be diverted to. Set DNIS to YES in the RDB on the Meridian.

IDC the DNIS numbers that will be used for the stores to a CDN and acquire the CDN, One CDN will do for all DNIS numbers.

In the Master script, route on DNIS e.g

WHERE DNIS EQUALS
VALUE (DNIS NUMBER usually last for digits of DDI): EXECUTE SCRIPT xxxxx
VALUE: etc, etc
END WHERE


On the CCMA DNIS configuration enter the DNIS numbers and include the store name in the name field.

Change the Phoneset display properties to display the DNIS name.

Bish, bash, bosh, the jobs a good'n

Hope this helps, this may not be a comprehensive list of all the necessary tasks, just a guide.

 

[ACooperman]

That's perfect, but there is one thing on there that I don't know how to do and that is set DNIS to yes in the RDB, I am almost completely self taught on this stuff and my knowledge has a few rather large holes in it. Also where are is the DNIS configured, if I were to purchase another 250 DDI's would they just be the last 4 digits of each DDI ? Thanks again.

 

[pronei]

DNIS is configured and delivered by your provider. For intents and purposes DNIS is basically equivalent to a DID.

Example: You have a Toll Free Number of 800.123.4567 with a DNIS of 4000. You want that Toll Free number to point to CDN 23456. You'd do the following:

1. PRT your incoming route(s) in LD 21 and Make sure your incoming route points to an IDC table similar to this:

DNIS YES <- Tells the route that DNIS is present
NDGT 4 <- Tells the route the digit length of expected DNIS
IDC YES <- Tells the route to pass all incoming calls thru IDC
DCNO 2 <- Defines which IDC table to use during day
NDNO 2 * <- Defines which IDC table to use during evening

2. Create/Modify your IDC (IDC = Incoming Digit Conversion) in LD 49. Your IDGT (Incoming Digits) is the DNIS of 4000, your CDGT (Converted Digits) is the CDN 23456 so when you print your IDC entry would look like:

IDGT CDGT
4000 23456

 

[ACooperman]

That's awesome, thanks again guys.

I was handed the phone system by my manager when we first upgraded from a norstar, I had never worked on a phone system before, thanks to a combination of this forum and pathetic vendor support I have been able to resolve all of the issues that have plagued us. So yea thanks again.

Adam

 

[ACooperman]

Oh quick one for you guys, If I were to use skillsets would I be able to control the scripts using a master script ? Is there an EXECUTE command or something similar that allow a script to be run within a script rather than having to assign all the skillsetsto each agent, I know it was mentioned earlier that the agents would have to belong to all of the skillsets, IMO that seems insane and there must be a way to do it and if not there should be. Thanks.

 

[pronei]

Of course.

In the Master Script, use a where CDN equals statement or a where DNIS equals:

Example:

WHERE CDN EQUALS
VALUE 1234: EXECUTE SCRIPT ScriptName
VALUE 4567: EXECUTE SCRIPT ScriptName
etc
etc
Default: EXECUTE SCRIPT DefaultScriptName
END WHERE

Same statement applies for DNIS just use DNIS instead of CDN in the where statement.

Its generally best practice to route based on CDN's in the masterscript and DNIS in Primary scripts.

There is a max amount of like 50 or 75 Values per WHERE statement so be careful of that.