Scripting help with Call handling RAN

[jamesluna]

Hello Everyone,

We currently run a Meridian Mail//Symposium and I am having a issue:

What I am trying to do is:

Customer calls in, gets routed to symposium.

All agents are busy.
Symposium gives:

Give Ran 1_sorry we are busy, press 1 to leave message
????????????????
wait 2
Give ran 2_music
wait 30
loop


????????? = is there a way so after customer gets ran message saying "please wait, press 1 to leave a message"

to program the script to forward to a agent desk (VM) if the 1 key is pressed.

I hope I am making sense. Im not sure if I can do it this way. Thanks!

James

 

[lretrievers]

Yes, there is a way to do it, however, you need to have Access Ports in the Meridian Mail and then instead of using a regular RAN you would use voice session commands instead. Access Ports are dedicated ports in the Meridian Mail. It is a different queue number and it is used exclusively by the Symposium.

 

[brewerdude]

Like the message above, yes you can, but you need to have Meridian Access implemented. This is what code for that looks like:

IF AGE OF CALL >= 130 THEN
	OPEN VOICE SESSION
		PLAY PROMPT NO TYPE AHEAD VOICE SEGMENT IPS_TX_longhold_gv
		COLLECT 1 DIGITS INTO Digits_cv 
		NO TYPE AHEAD INTER DIGIT TIMER 3
	END VOICE SESSION
END IF

IF Digits_cv = 1 THEN
	GIVE IVR 3123 WITH TREATMENT 6717
END IF

 

[brewerdude]

Also just remembered. If you don't have Meridian Access, you can do the GIVE IVR command to a menu that's built in voice mail. You would then build the menu so that it had option 1 set to CA to the mailbox in question.

 

[lretrievers]

However, the IVR ports are still a dedicated ACD Queue in the Call Pilot and would need segregated out.

 

[brewerdude]

yep. OP is using mail though.

 

[lretrievers]

Doesn't matter whether it is Mail or Call Pilot, a separate queue is required for IVR ports just like Access ports.

 

[jamesluna]

Thanks for everyones advice. What I did to get this implemented was probably more work than needed to be done. We are still running on Meridian Mail. So my solution that worked was:

call comes in, hits pass-through acd to meridian mail MS service. press 1 to get to sales skillset. call routes to symposium, comes in on cdn 111 to skillset 1, the script for skillset 1 is:
queue to skillset1
wait 2
route call 100 (back to meridian mail)
setup phantom passthrough queue 100, setup MS 100 in meridian mail with option 1 to leave a message, then send call back to symposium using cdn 112.

Once back in symposium, route cdn 112 to skillset 1_2 , the scrip for skillset 1_2 is:
queue to skillset1
wait 60
route call to 101 (back to meridian mail)
setup phantom passthrough queue 101, setup MS 101 in meridian mail with option 1 to leave message, then send call back to symposium using cdn 112.


whew!

 

[yyrkroon]

I hope your reports aren't that important to you, at least the accuracy of them anyway...

By doing it this way, for that 1 caller, the SCCS will be reporting it as 3 new call.

1 for the first time, then terminated when routed to 100 and back in on CDN 112.

2 for when it comes back to CDN 112 and terminate to 101 and comes back to CDN 112 again

3 for when it comes back from 101.

The easiest way to implement this is using ACCESS port like the above suggestion said. But can be done with IVR ports.

Break out a couple of MM ports and dedicate them to SCCS use only.

Then in your script, you can use the GIVE IVR...w/TREATMENT command. The treatement will be your MM MS.

 

[brewerdude]

also, when you do route call, the caller goes 'to the end of the line' if they choose not to leave a message.

 

[lretrievers]

You may want to consider making the priority level higher when the call enters the queue a second time so that it has a better chance of getting answered. As brewerdude pointed out, since the call left the Symposium environment and then comes back into it, their call will be at the end of the line, unless you play with priority levels. I don't know how busy the call center is, but you could be looping these people around endlessly doing this. And you won't really have an idea of how long people are taking to get answered as yyrkroon pointed out, because the calls will be terminated and then come back in as a new call.

GIVE IVR or ACCESS PORTS are much more efficient way of handling the call.