Script question 1

[turtlezzz]

I want to put in a section repeat to check age.....
Is the SECTION check_age put at the very bottom of script? and then referenced as an EXECUTE? after checking age will the script go back to through and start at beginning or at open voice sesssion to give cust option to leave msg again?


Ex:
QUEUE TO SKILLSET Cust_Serv_sk
WAIT 2
GIVE RAN cust_gv /*first busy message*/
WAIT 2
GIVE MUSIC music_annce_gv
WAIT 20

OPEN VOICE SESSSION
PLAY PROMPT make_selection_vs /*option to leave message*/
COLLECT 1 DIGITS INTO hold_digit_cv
END VOICE SESSION

IF hold_digit_cv = 1 THEN /*Presses1 to leave message route to CS vmb*/
ROUTE CALL 7750
END IF

GIVE RAN ran_cont_hold_gv /*second busy message*/
WAIT 20
EXECUTE check_age


SECTION check_age
IF (AGE OF CALL > 900) THEN
OPEN VOICE SESSION
PLAY PROMPT all_agents_busy_vs
END VOICE SESSION
ROUTE CALL 7750
END IF

 

[yyrkroon]

SECTION check_age
IF (AGE OF CALL > 900) THEN
OPEN VOICE SESSION
PLAY PROMPT all_agents_busy_vs
END VOICE SESSION
ROUTE CALL 7750 --- the call is gone when it hits this line
END IF

 

[captaingadget]

If the age of the call is greater than 900 then the call will route to 7750 and script will terminate.

If the call is less than 900 then the call will do whatever you tell it to do after the END IF statement. If you dont tell it to do anything then if it is queued it will stay queued, if it was not queued then it will default. I guess there is more script than you have shown.

In actual fact there is no need to have a check age section at all since the script will simply follow the next instruction after the WAIT 20 command.

 

[turtlezzz]

Mgmt does not want callers to be on hold longer than 15 minutes....
I don't have anything else after the section check_age, so if is NOT >900, will call go through the script again and wait to be q'd until it is answered or is >900 and route out? i guess question is do i put a loop statement in there for the entire script to repeat until it is either answered or is on hold over 15 minutes? thanks

 

[captaingadget]

You will need to put a loop in otherwise it will only test for age of call once. Assuming the call is new when it executes this script it will never be older than 900 when tested. If you dont put a loop in then the caller will sit there listening to music until they are answered or they abandon. Something like this which will repeat the second ran and age of call test every 20 seconds.

QUEUE TO SKILLSET Cust_Serv_sk
WAIT 2
GIVE RAN cust_gv /*first busy message*/
WAIT 2
GIVE MUSIC music_annce_gv
WAIT 20

OPEN VOICE SESSSION
PLAY PROMPT make_selection_vs /*option to leave message*/
COLLECT 1 DIGITS INTO hold_digit_cv
END VOICE SESSION

IF hold_digit_cv = 1 THEN /*Presses1 to leave message route to CS vmb*/
ROUTE CALL 7750
END IF

SECTION holding_loop

GIVE RAN ran_cont_hold_gv /*second busy message*/


IF (AGE OF CALL > 900) THEN
OPEN VOICE SESSION
PLAY PROMPT all_agents_busy_vs
END VOICE SESSION
ROUTE CALL 7750
END IF

WAIT 20

EXECUTE holding_loop

 

[turtlezzz]

so nothing will repeat if I don't put in the section loop...

thanks!!!!