Script Advice 2

[9belowzero]

Hi,

I am just working on some scripts for our new system but have come to a stop

What i need to do is collect digits to queue to a skillset and if held in a queue for more than 60 seconds it queues to another skillset and vice versa.

Therefore menu option:
press 1 for new calls
press 2 for existing calls

/*Give Service Desk Menu
WHERE cv_sd_menu EQUALS
VALUE 1:
QUEUE TO SKILLSET sd_new_calls
VALUE 2:
QUEUE TO SKILLSET sd_existing_calls
DEFAULT:
QUEUE TO SKILLSET sd_new_calls
END WHERE

I now need to do a loop, if in sd_new_calls for more than 60 seconds then queue to skillset sd_exisitng, if in skillset sd_existing_calls then queue to skillset sd_new_calls.
If the total wait time is 180 seconds then queue to skillset sd_team_leaders. Then if the team_leader skillset queue does not pickup within 60 seconds then send off to an external call handling service number.

I did think about doing a EXECUTE SCRIPT for each but the call would just keep bouncing from queue to queue ?

Any help would be appreciated.

Thanks

 

[dj4020]

I am confused, when you refer to collecting digits are you wanting caller to input digits or are you expecting ? ? ? to direct this call? As far as queing call the same call can be queued to more than one skillset. However if you want older calls to be answered prior to newer calls consider using queueing with priority as you can then on age of call then handle call as desired. Several ways to skin this beast. Depends on how you like to script it.

 

[Milesprower]

So for each choice you can execute a section or secondary script that will queue the call and then loop and look at the escalation checks you described. You can get real fancy, but I prefer a straightforward approach: create two sections EXISTING_CALLS and NEW_CALLS that contain all the queuing the looping logic.

 

[sandyml]

As dj4020 said, the way to do this is to have the script look at the age of the call. At >= 60 seconds, you can add a skillset. Unless you dequeue it from the first skillset, it will then be queued to both of them. Continue with this at 180 seconds and so forth.

Or you could use a loop counter that increments up one each time through the loop. If you set it up so that it takes 60 seconds to go through the loop, you're all set. Then just use a WHERE EQUALS statement to see what value your loop counter is, and have it take the appropriate action.