sccs 4.2 with callpilot

[Slaan1974]

sccs 4.2 with callpilot

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I like to make it working as following

first you hear "there are two people waiting"
then you hear "there is still one before you"
then you hear " you'r the next waiting person"

I only have basic scripting skills

can anybody help me.........

 

[KillianK]

Have you anymore info? What exactly are you trying to do?

 

[cgilmer]

I can suggest using something like this to start you off
( _cv = call variable, _gv = global variable):



/* Check for Holidays and Business Hours */
IF DATE = Holiday_gv THEN
EXECUTE Holiday
END IF

/* Business Hours by line of business. */
IF DAY OF WEEK = workday_gv AND TIME OF DAY = worktime_gv THEN
EXECUTE Business_Hours
ELSE
EXECUTE Force_to_Vmail
END IF


Section Business_Hours

IF Emergency_Routing > 0 THEN
EXECUTE Emergency
END IF

IF OUT OF SERVICE skillset_cv THEN
EXECUTE Force_to_Vmail
ELSE
QUEUE TO SKILLSET skillset_cv with priority 2
END IF
WAIT 2
GIVE IVR INTERRUPTIBLE ivr_mermail_gv WITH TREATMENT 8888
GIVE MUSIC Music_gv
WAIT 30
EXECUTE Loop


Section Loop
WHERE QUEUED CALL COUNT skillset_cv EQUALS

VALUE 3: GIVE IVR ivr_mermail_gv with TREATMENT 3333 /*("There are 3 calls in queue message")*/
VALUE 2: GIVE IVR ivr_mermail_gv with TREATMENT 2222 /*("There are 2 calls in queue message")*/
VALUE 1: GIVE IVR ivr_mermail_gv with TREATMENT 1111 /*("You are the next call in queue message")*/
DEFAULT: GIVE IVR ivr_mermail_gv with TREATMENT 4444 /*("There are more than 3 calls in queue message")*/

end where

wait 30
IF Emergency_Routing_gv > 0 THEN
EXECUTE Emergency
END IF

IF LOGGED AGENT COUNT skillset_cv = 0 THEN
EXECUTE Force_to_Vmail
END IF
EXECUTE Loop

Section Force_to_Vmail
/* Brief silence with CL to CDN Script CDN */
GIVE IVR ivr_mermail_gv WITH TREATMENT 5555
WAIT 2
DISCONNECT


Section Emergency
/* Emergency message with CL to Vmail Script CDN */
GIVE IVR ivr_mermail_gv WITH TREATMENT 6666
WAIT 2
DISCONNECT


Section Holiday
/* Holiday message with CL to Vmail Script CDN */
GIVE IVR ivr_mermail_gv WITH TREATMENT 7777
WAIT 2
DISCONNECT

 

[cgilmer]

In the above example Emergency_Routing, in the "Section Business", should be Emergency_Routing_gv. Its just an integer variable that is turned on and off by raising the value above zero.

 

[KillianK]

With Call Pilot I have used this sort of code below,

OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT exp_wait_greeting_vs
NUMBER expwait_rounded_mins_cv
VOICE SEGMENT minutes_vs
VOICE SEGMENT please_hold_vs
END VOICE SESSION

The SCCS 4.2 Scripting Guide is very useful,

cgilmer gives a good example for Meridian Mail Voice Annoucements.

Thanks,

KK

 

[cgilmer]

Replace


Section Loop
WHERE QUEUED CALL COUNT skillset_cv EQUALS

VALUE 3: GIVE IVR ivr_mermail_gv with TREATMENT 3333 /*("There are 3 calls in queue message")*/
VALUE 2: GIVE IVR ivr_mermail_gv with TREATMENT 2222 /*("There are 2 calls in queue message")*/
VALUE 1: GIVE IVR ivr_mermail_gv with TREATMENT 1111 /*("You are the next call in queue message")*/
DEFAULT: GIVE IVR ivr_mermail_gv with TREATMENT 4444 /*("There are more than 3 calls in queue message")*/

end where


To:

WHERE QUEUED CALL COUNT skillset_cv EQUALS

VALUE 3: OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT 3calls_greeting_vs
END VOICE SESSION
VALUE 2: OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT 2calls_greeting_vs
END VOICE SESSION
VALUE 1: OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT next call_greeting_vs
END VOICE SESSION
DEFAULT: OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT over3_greeting_vs
END VOICE SESSION

end where

So forth and so on through the script... The logic stays the same but this way you get messages based on calls instead of expected wait time.

 

[cgilmer]

The more I think about it...

The problem with providing that message, in a loop, is that you can't for sure say what slot they are in... repeating the message may cause inflated count numbers to be relayed to the caller. Probably the best way to do it would be to speak the message once when they reach the call center and never again.

The only way to easily adjust it would be if they had application variables. The problem arises when you account for priorities pushing calls ahead or behind other calls and abandons/answers.

Come to think about it you could assign the excepted wait time to a call variable. Then assign the average speed answer to a call variable. Those two values should divide into your position in queue when compared to age of call.

Now you can compare Age of Call to Average Speed Answer and relay that information to the caller via that "where statement" I mentioned in prior posting. The system would recognize a negative vaule if the variable was set to integer and you would just have to change the all the values like this....

WHERE QUEUED CALL COUNT skillset_cv EQUALS

VALUE >=3 AND VALUE <= 4: OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT 3calls_greeting_vs
END VOICE SESSION
VALUE >=2 AND VALUE <= 3: OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT 2calls_greeting_vs
END VOICE SESSION
VALUE < 2: OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT next call_greeting_vs
END VOICE SESSION
DEFAULT: OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT over3_greeting_vs
END VOICE SESSION

end where

It would be an exact science but its the best you can do minus having an external CTI/IVR situation. This way would at least not push you backwards in the "spoken position". It would always be less or equal to what you spoke the first time.

 

[cgilmer]

The other thing would be to convert Expected Wait Time from Minutes into seconds so that you could compare the two values. When I get some time I'll write something up that will do it just a bit busy over the next few days.

 

[Slaan1974]

tks for the info, I will have a look at it next week when I will be at the customers site