SCCS 4.2, scripting question

[bluerigsby]

I've built various call variables into my script for my IT call centre. The variables when set to TRUE send callers to a callpilot message which may be relevant at the time.

i.e. Outlook is down at the moment, we are working on it. Stay on the line if you want us for another issue !

When the caller hangs up cos he realises his problem is due to the Outlook outage, we get an abandoned call associated with this skill set.

How can I create the Call variable messages so they do not show up as abandoned calls if the caller hangs up whilst listening to the message ?

 

[iptuser]

How have you config. your scripts? - a massive question but is helps. We also have a similar set up however we have config. the system so that caller hears the temp. message- Outlook faulty please hold...... we then play our normal separate message for new calls press 1, press for updates press 2 etc We then route the call via separate CDN`s to the actual skill set. This way we report only when a caller actually press 1,2 etc and not on the abandoned calls when a we have a fault


Wayne

 

[bluerigsby]

Hi Wayne,
Thanx
Yes I can see this way working, this is food for thought.

My CDN is referenced in the master script, which executes the skillset,'special' messages are activated when the boolean global variable is set to TRUE, in such cases my normal welcome message is skipped by using a another global call variable using Integar, when you activate the voice segment "Outlookproblem message" the Global variable is set by the script to 1. (The normal welcome message will only play if this integer is 0)

I'm not sure I want to rewrite all my scripts to have alternate CDN's so I may put my 'problem messages' into the master script to be activated when needed. That way I hope the abandoned calls will not be counted in the primary script application.

 

[Supernn]

Try the following:
in case of Outlook has a problem, route the call to a Phantom DN which has FTR DCFW XXXX (where XXXX stands for the original CDN) or a spare CDN.
The call can now be filtered (with the string IF DIALED DN = YYYY, where YYYY is the Phantom DN) and then execute the script called [red]"Outlook problem"[/red] or any other name.
This way the call is not abandoned but [blue]GivenRouteTo[/blue] and is not shown in the standard reports.

 

[bluerigsby]

Thanx for your posts- the ideas you gave me were invaluable. I have written a hybrid of your recommendations.
Goodness, these scripts are getting longer & longer !!