SCCS4.2 script to collect digits and route call 2

[m3nl]

Hi fellow symposium fanatics!!!

I recently installed a SCCS4.2 platform at our contact center. For a new concept I'm looking for way to collect digits for the caller, for example: "Please enter your personel 4 digit code to continue..." Based on the 4 digits the call is routed to the correct department.

Looking through the forum I found some threats that have distant relations with my quest, but nu solution yet.

Any reaction is appreciated.

TIA

M3NL

 

[KillianK]

Setup an interger GV set the value to 4. A bit rusty on this, but i think it is IF dialled digits = 1234 route call?? something like this..

Cheers,

Killian

NextiraOne Ireland

 

[m3nl]

Thanks KilianK, but does this mean I just put the if in the script? (master/primary/secondary)

I mean how do I get the whole concept running?
I assume that I have to interface with Meridian Mail somehow? Or is this something I can handle completely within Symposium?

Of course I also have to run report on the usage of the dialed digits.

Anyone any experience on this?

Cheers,

Michel
The Netherlands

 

[NortelGuy1979]

m3nl - Yes, you will need Meridian Mail or Call Pilot to open a voice session and collect the digits. The script depends a little bit on what you want to do; ie, how many combinations there are. Do you need to route to a different department based on the code, or do you just need to verify they are authorized to use the service and just check their 4-digit code against a list of pre-defined codes and then route all to the same department?

The master script typically only looks at the dialed CDN and executes the appropriate primary script. The primary script will do all of the call processing, check variables, etc.

For example: Let's say the primary script is this:

/* ENTER CODE SCRIPT */
OPEN VOICE SESSION
PLAY PROMPT ENTER_CODE_VS_GV
/*This is the a global voice services variable*/
COLLECT 4 DIGITS INTO CODE_CV
/*This is a numeric per-call variable*/
*/Default value is 0000*/
CLOSE VOICE SESSION

WHERE CODE_CV EQUALS
VALUE: 1234 ROUTE CALL 4220
/*Route to ext 4220 if the code entered was 1234*/
VALUE: 1235 ROUTE CALL 4221
DEFAULT: ROUTE CALL 0
/*Route to attendant if no value entered*/
END WHERE
/* END OF CODE SCRIPT */

This script will route to a different dept or extension (or queue to skillset if you have a true call center) depending on what code they enter. If you want to route all calls to the same place if they *KNOW* a valid code, then that would be slightly different. Let me know what you need.
Thanks! -Matt

 

[m3nl]

Thanks Matt, this seems to be exactly what I need...only one more question to advance this scenario, is it possible to check codes against an external SQL database?

And if so, can I for instance call up the name associated with the code and display that on the phone to our agents?

Yes we have a true call center, so I would route the call to a skillset. If I say so myself we are quite experienced with scripting within Symposium dealing with skillsets and playing announcements with request for feedback from dialer.

I'm in search of more intelligence so we can streamline our call handling.

Cheers,

Michel

 

[cgilmer]

/*This is a numeric per-call variable*/"

Collect digits is required to be a DN variable is it not?

 

[NortelGuy1979]

m3nl - I'm afraid that ODBC connections are beyond my current scope of expertise - we don't do any CTI yet but I would guess that it is possible - you can pass variables out in CTI, right? If so, that variable CODE_CV should be able to be passed out. Then, you could do a database dip to pop up the info on the agent's screen. Also, if you have PRI trunking, and your callers always call from the same number, you could do routing based on the CLID also. You could do:

WHERE CLID EQUALS
VALUE: 8165551212 QUEUE TO SKILLSET XYZ
VALUE: 9135551212 QUEUE TO SKILLSET ABC
DEFAULT: ROUTE CALL 0 /*Route to operator for assistance*/
END WHERE

cgilmer - The type could be integer, or maybe string. Integer would probably be best. I don't think DN would work, but I'm not sure. The scope should definitely be a CV (call variable) so it is only carried per call.

Hope this helps! I'm sure there's lots of people w/ ODBC and CTI experience to help with the database dip that read this forum too - if not, post back and I'll do some research for ya!
Thanks,
Matt (and thanks for the Star!)

 

[cgilmer]

I went back and checked in the scripting guide.

Version 5.0 requires it be defined as a DN variable. I thought it had been that way all along but I suppose they could have changed it along the way somewhere.

I remember having to define it as a DN in version 1.1 and 1.5 as well.

 

[m3nl]

cgilmer & heavnema :: perhaps the linking with database should be a new thread.

Thanks to you both. Heavnema your answered worked for me so you earned the star!

Greetings,

Michel

 

[NortelGuy1979]

cgilmer is exactly correct - my mistake. There's other options of interdigit timers, end-of-entry strings, etc. Let me know if you'd like a copy of this via email; and give me an address and I'll be happy to send it.
Glad to be of help -Matt

 

[m3nl]

heavnema :: yes i'd like a copy of that, can u send it too: m_cubed at hotmail.com ?

 

[m3nl]

heavnema: I've got it working Eventhough ur sample code didn't work from copy and paste, it should be: note the End voice session and de semicolon when using value.

/* ENTER CODE SCRIPT */
OPEN VOICE SESSION
PLAY PROMPT ENTER_CODE_VS_GV
/*This is the a global voice services variable*/
COLLECT 4 DIGITS INTO CODE_CV
/*This is a numeric per-call variable*/
*/Default value is 0000*/
END VOICE SESSION

WHERE CODE_CV EQUALS
VALUE 1234 : ROUTE CALL 4220
/*Route to ext 4220 if the code entered was 1234*/
VALUE 1235 : ROUTE CALL 4221
DEFAULT: ROUTE CALL 0
/*Route to attendant if no value entered*/
END WHERE
/* END OF CODE SCRIPT */

I do have another question, now this nice lady asks me to input my 4 digit code....but how long will she wait before the input times out, anyway to control this?

 

[KillianK]

WAIT 10
DISCONNECT

Cheers,

Killian

NextiraOne Ireland

 

[m3nl]

Hi KillianK,

I use the commands you're mentioning else where in my scripts, to indeed disconnect the line. Perhaps I wasn't clear enough about what I want to achieve.

I read somewhere about the ending character that can be used to identify the user has finished giving in the 4 digit code. I will give this a try and also add a vs friendly telling the caller that when they don't input the code the line will be disconnected.

BTW Killian, do you have experience with connecting Symposium to external applications within scripts? What I would really like is to check the input values against an external CRM database.

Greetings,

Michel

 

[Supernn]

You can do the following:
/*SET DEFAULT CODE*/
ASSIGN CODE_CV 0000
/* ENTER CODE SCRIPT */
OPEN VOICE SESSION
PLAY PROMPT ENTER_CODE_VS_GV
/*This is the a global voice services variable*/
COLLECT 4 DIGITS INTO CODE_CV
/*This is a numeric per-call variable*/
*/Default value is 0000*/
INTER DIGIT TIMER 3 /*WAIT FOR 3 SECONDS BEFORE DEFAULT CHOICE KICKS IN*/
END VOICE SESSION

WHERE CODE_CV EQUALS
VALUE 1234 : ROUTE CALL 4220
/*Route to ext 4220 if the code entered was 1234*/
VALUE 1235 : ROUTE CALL 4221
DEFAULT: ROUTE CALL 0
/*Route to attendant if no value entered*/
END WHERE
/* END OF CODE SCRIPT */

 

[NortelGuy1979]

m3nl - SuperNN is correct; the "Inter Digit Timer" statement helps control the length of time for digit entry. You shouldn't have to do an ASSIGN statement for the default value; because when you build the variable in Symposium, you can assign the default value there.

Sorry about my END vs CLOSE statement at the end - I was in a hurry when I wrote that and didn't check my scripting very closely!

All the options for digit collection are in that NTP I mentioned earlier; if you have an alternate email I can cut that section of the NTP out and email it to you. Just email me back at the address I used last time.

Glad we could all help! -Matt

 

[DancingDave]

If you're wanting to get info from a thirdparty database, it sounds like HDX would do the trick. The HDX server would host the database, look up values associated with the entered digits and pass them back to Symposium.

We considered this for a PIN system, but ultimately went for a solution whereby our telecoms supplier (THUS, Scotland) hosted the PIN look up service as it was a) cheaper and b) more robust. perhaps your telecoms provider could supply something similar? I suppose it depends on whether the callers are external or internal.

I've also found that it's useful to give the caller an option to listen to the menu again.

 

[m3nl]

DancingDave :: Thank you for your advice!!!

This HDX you're talkting about, do you have any reference material about this?

Greetings,

Michel

 

[Earls56]

I have a similar situation. I feel my problem is that my switch, an Option 81 CPP, and/or the CallPilot 02.01.27 ports are not set-up correctly. I have a Symposium 4.2.

I am wondering what needs to be programmed in ths switch & CallPilot to make digit collection work. Is there a certain order to program these systems in?

This is what the Symposium help screen says in Voice Port Properties about the Voice Port Channel field:

"Shows the channel number of the voice port. For use with IVR, this channel is for the port on the IVR system. You must match the ID on the IVR system with the switch and the channel number defined on the Symposium Call Center Server.

Range: 1-8999"

I set-up a test script, but when I call the CDN, the Open Voice Session section seems to be skipped. I do not have a channel number for any of my voice ports.

Any assistance will be very much appreciated.

Earl

 

[NortelGuy1979]

There's a step-by-step configuration for SCCS in the NTPs that might help; it guides you thru setting up those resources. It's called the "End-to-End Task Flow Guide for M1" and it will give you a high overview of each step and the order to do it. Ie, you first program the ports in the M1, then program the ports in CP, then add them as voice ports in Symposium, etc. Let me know where you are in the process or how you're currently set up and I'll see how I can help. -Matt

Matt H.
TMC - KCMO, USA