Scripting out of hours treatement

[ilovenikkicox]

Hi

The problem:

We have a day and time check at the begining of our application that gives out a closure announcement. Most our clients during this announcement hang-up.

This then appears as an abandoned call.

How can i treat an out-of-our call, give it an announcement and not see it as abandoned.

We tried Executing a secodary script, but the call still shows as abandoned against the application.

The next idea is to route the call to a CDN that goes back into the Master script and then on to a different Application (which isn't reported against). However im not comfortable routing all our calls out-of-hours back into the master script.

Any ideas?

 

[Sympology]

Never found a way myself, but if it's for reports, just work around it.Just run the report against specified hours e.g 8am to 6pm.

Only the truly stupid believe they know everything.
Stu.. 2004

 

[ilovenikkicox]

We have a new MI solution that acts funny with symposium and so we can't filter out by time.

Does anyone know if there are any issues in calls going throung the Master Script to App, then routed to a CDN back to the master script and then out to a different App.
So call goes Master-App-Master-App.

 

[janeenaj]

So call goes Master-App-Master-App"

A few potential problem...1st being mulitple pegging for the same call, your reports will not be accurate. 2nd problem, if not careful, you could be creating an endless loop...(and we all know what happens with an endless loop in the PC environment don't we)...SCCS services will crash...mainly TFE, or worse...complete server lockup.

A call will always be pegged as abandon if the caller hangsup while in the queue. To get around this, send the caller to an announce only mailbox or a mailbox that gives the afterhour announcement and accept messages. By doing it this way, the call will be pegged as terminated instead of abandon. Use the ROUTE CALL commnad to terminate the caller outsite the SCCS.

 

[ilovenikkicox]

Because we are out of hours and call is not meant to queue etc pegging etc is not an issue.

The call will go CDN1 - Master - App1 - Route call CDN2 - Master - APP2.

All App2 will do is play an announcement (GIVE BROADCAST) AND THEN disconnect. This should avoid any looping.

From what i can tell APP 1 would see call offered but not see a termination or abandonded. APP2 would see either term or abandoned (which we dont care about as we only report on APP1)

 

[picklemogg]

ilovenikkicox,
We were in this exact situation many months back. Like you stated, providing closed treatment through the primary script will leave you with many abandoned calls after hours. We tried to exeucte a secondary script to provide closed treatment. Like yourself, we then learned that
abandoned calls were still pegging back to the primary application. (It still really doesn't make much sense to me that no data pegs against secondary applications/scripts.)

We finally decided on using a ROUTE TO command to terminate the call from the primary script as you suggested. We actually route to a phantom and the phantom is programmed to dfdn back to a Symposium acquired CDN. We have reasons for using phantoms, but routing directly to the CDN should be fine. We have 7 Symposium servers and provide closed treatment the same for all and have never had problems. The call will still peg as terminated from the primary application, but who cares. The main reason for the abondoned freak out is because abondoned calls usually affect % svc lvl. One advantage to keeping the closed treatment is Symposium is that you have the flexibility to use mail/cp or RAN.

 

[ilovenikkicox]

Thanks picklemogg.

This is what we thought, it's just nice to sound out our thinking with like minded people.

Cheers

 

[veg2go]

If you create a new primary application (Customer_Service_nite) for after hours calls, it will also clean up the abandons and calls offered for the Daily, Weekly and Monthly reporting intervals.

 

[carolien]

Another option could be to report only the calls offered within business hours.

 

[cgilmer]

I do it with a simple voicemail script. I have a single CDN that runs our entire voicemail box set for the facility.

You simply assign two variables in the primary script as the calls come in...

Assign Sample_Vmailmsg to vmailmsg_cv
Assign Sample_Vmailbox to vmailbox_cv

These "sample" variables are global variables that you assign to each group that needs a seperate mailbox and message.

Then you program a voicemail section or "after Hours" section at the bottom of the script like this.

Section Force_to_Vmail
GIVE IVR ivr_mermail_gv WITH TREATMENT vmail_gv
WAIT 2
DISCONNECT

The vmail_gv is a treatment that has a half second of silence and all options are set to CL to the CDN of another script programmed in Symposium. Using the enhanced MerMail functions keeps the call variables with the call as it goes back into the Master Script.

The next script simply has...

GIVE IVR ivr_mermail_gv WITH TREATMENT vmailmsg_cv
GIVE IVR ivr_mermail_gv WITH TREATMENT vmailbox_cv
WAIT 2
DISCONNECT

This causes every call that goes to voicemail to be treated as a call Terminated. You don't cause a loop because this is a dead end script. You don't double peg because the call doesn't re-enter the same script it came from but it knows the appropriate treatments because they are carried along with the call when it reaches here.

Usin