Scripting delay question

[Imstillhere]

Hi and thank you,

Im trying to get calls to agents faster. I can see agents idle while im listening to music.
The call has been transferred from an application in call pilot..
Call pilot says "your call is being transfrerred please wait on the line"
I get ringback then it gives music for almost 20 seconds while agents are waiting idle. How can i reduce this waiting time.

Thank you

Here is the beginning of the script.

EVENT HANDLER
EVENT CALL ON HOLD: GIVE MUSIC 8
END HANDLER

IF NOT OUT OF SERVICE DS_Wildcard THEN
ROUTE CALL DS_Wildcard_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF

IF NOT OUT OF SERVICE DS_emergency OR
DS_emergency_gv = TRUE OR
Call_center_emergency_gv = TRUE THEN
ROUTE CALL DS_emergency_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF
IF DAY OF WEEK=DS_weekend_gv THEN
ROUTE CALL DS_Afterhours_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF

IF TIME OF DAY = DS_afterhours_DS_gv THEN
ROUTE CALL DS_Afterhours_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF

/* Initial queuing of call to correct skillset */
IF CDN= DS_cdn_gv THEN
IF NOT OUT OF SERVICE DS_sk THEN
QUEUE TO SKILLSET DS_sK WITH PRIORITY priority_high_gv
WAIT 2
EXECUTE Music_section
ELSE
ROUTE CALL DS_emergency_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF
END IF

 

[Imstillhere]

I have tried commenting out everything right to the point where it should que to an agent... still i get ringback then music with a 20+ second delay before going to an agent???
(every agent has the skillset assigned)
/*EVENT HANDLER
EVENT CALL ON HOLD: GIVE MUSIC 8
END HANDLER

IF NOT OUT OF SERVICE DS_Wildcard THEN
ROUTE CALL DS_Wildcard_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF

IF NOT OUT OF SERVICE DS_emergency OR
DS_emergency_gv = TRUE OR
Call_center_emergency_gv = TRUE THEN
ROUTE CALL DS_emergency_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF
IF DAY OF WEEK=DS_weekend_gv THEN
ROUTE CALL DS_Afterhours_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF

IF TIME OF DAY = DS_afterhours_DS_gv THEN
ROUTE CALL DS_Afterhours_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF*/

/* Initial queuing of call to correct skillset */

IF CDN= DS_cdn_gv THEN
IF NOT OUT OF SERVICE DS_sk THEN
QUEUE TO SKILLSET DS_sk WITH PRIORITY priority_high_gv
WAIT 2
EXECUTE Music_section
ELSE
ROUTE CALL DS_emergency_msg_gv CONTROLLED
WAIT 2
DISCONNECT
END IF
END IF

 

[StanleySteamer]

Did you check the master script?

 

[Imstillhere]

Relavent Master script accociated commands for the referenced script.

GIVE RINGBACK
WAIT 2 /*lets DNIS catch up with the call*/

IF TRANSFERRED OR CONFERENCED THEN
WAIT 6
END IF

IF CDN = DS_CDNs_gv THEN
EXECUTE SCRIPT DS_Dx_Mammo
END IF

 

[Imstillhere]

Stanley,

Im sorry to have wasted your time..there are 5 call centers here and this was reported as a new trouble..turns out the script when written many years ago had a delay timer way down the script that has a delay of... yup you guessed it.. 20 seconds.It was not a trouble at all..thats how this call center has always beeen. I adjusted the timer variable and the calls are getting to agents much faster. Sorry again for wasting your time.
Have a great weekend !!!