Scripting Change Help 1

[mt6322]

I was monitoring one group and noticed that when all agents are login to the queue but not ready, I will continously repeat the Busy RAN message and the music loop. The call did not route to the desired DN (4805).

How do I
1. change the script so that after few 10-20 seconds when all agents are in NOT ready it will route to CDN 4805 ( or be queued to skillset Plus_General)

2. Change the script so that the hold time will only be 3 minutes, then route calls to 4805.

Thank you for your help.

Please refer to the current script as described below:

/* This Script is for TM_CR, calls via Meridian Mail menu (CDN 4832). Callers are Queued to the TM_CR
skillset with Priority 2. */



IF (OUT OF SERVICE TM_CR) THEN
ROUTE CALL 4805
END IF


IF (DAY OF WEEK=Monday..Friday) AND (TIME OF
DAY=M_F_HoursA)
THEN EXECUTE Open_Skillset
END IF

EXECUTE Nite

SECTION Open_Skillset

IF NOT OUT OF SERVICE TM_CR
THEN QUEUE TO SKILLSET TM_CR WITH PRIORITY 2
WAIT 2
END IF

IF (EXPECTED WAIT TIME TM_CR = 0..179) THEN
GIVE RAN Busy_Ran1
ELSE
IF (EXPECTED WAIT TIME TM_CR = 180..299) THEN
GIVE RAN Wait3_Ran
ELSE
GIVE RAN Wait5_Ran
END IF
END IF


GIVE MUSIC Music_Source

IF NOT QUEUED THEN
ROUTE CALL 4805
END IF


SECTION Hold_In_Queue

WAIT Delay_IntervalA

IF NOT QUEUED THEN
ROUTE CALL 4805
END IF

GIVE RAN Busy_Ran1

Delay_IntervalA ASSIGNED Delay_IntervalA + 10

EXECUTE Hold_In_Queue

SECTION Nite

GIVE RAN Closed_Ran

DISCONNECT

 

[Stagemusic]

The answer to your second part is really quite simple

SECTION Hold_In_Queue

WAIT Delay_IntervalA

IF NOT QUEUED THEN
ROUTE CALL 4805

Make sure your Delay_IntervalA variable is set to no more than 180.

That should route calls to 4805 after no more than 3 minutes.

The first part is just a little trickier. You will have to add a statement to check for all agents not ready and then have it route to your default (4805) number.

 

[cgilmer]

Try something like this in your Looping statement to do what you asked about in 1 and 2. You should really consider evaluating the time you have associated with your expected wait time. If you are going to force every call to 4805 but still check for EWT up to 5 minutes just make sure you can't always get to the call inside of 2 minutes at 4805.

SECTION Hold_In_Queue

IF NOT QUEUED THEN
ROUTE CALL 4805
END IF

IF Age of Call > 180 then
Route Call 4805

If Idle Agent count TM_CR < 1 AND Age of Call > 20 then
Route Call 4805

WAIT Delay_IntervalA

GIVE RAN Busy_Ran1

Delay_IntervalA ASSIGNED Delay_IntervalA + 10

EXECUTE Hold_In_Queue

 

[mt6322]

I will implement the recommended scripting change and see how it works. Thanks a lot for your help.

 

[DancingDave]

Make sure too that you take the length of your messages and the wait times in your loop section into account when checking for age of call
e.g.

Suppose your initial message after 15 seconds and is 15 seconds long, your loop wait time is 60 seconds and your loop message is 20 seconds.

Then suppose you want to give the call a specific treatment once it is 120 seconds old e.g. route 4805.

The call will be 30 seconds old when it enters the loop. It won't be old enough to receive the 'special' treatment, hence it waits 60 seconds and gets 20 seconds of message.

The call is now 110 seconds old and it still isn't old enough to receive the 'special' treatment and it goes around the loop again.

This third time, it does receive the 'special' treatment, but it is now 190 seconds old.

If the timing of the calls exit from the loop is critical, you can split the wait time so before and after the age of call check so that the 'special' treatment is executed as soon as the call is old enough.