Scripting Question

[todd1019]

I need to have a special message played only when the calls in queue is greater than 20. I am thinking about something like this. Only problem is the EXECUTE continue to hold kicks in after the statement no matter if the calls or 20 or not. I only want that to execute if the vs_longhold is played. Any suggestions?

/* This script is for Number- DNIS 1099 CDN 3027, QUEUE 2909*/


SECTION CONDITION_CHECKS
IF TIME OF DAY<>bushrs_7to9 THEN
ROUTE CALL voice_mail
END IF

SECTION open_treatment

IF OUT OF SERVICE Skillset1 THEN
ROUTE CALL voice_mail
ELSE
QUEUE TO SKILLSET Skillset1 WITH PRIORITY 3
END IF

IF QUEUED CALL COUNT Skillset1 > 20 THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 3659
PLAY PROMPT VOICE SEGMENT vs_longhold
EXECUTE continue_to_hold
END IF

WAIT 2

GIVE CONTROLLED BROADCAST ANNOUNCEMENT 3659
PLAY PROMPT VOICE SEGMENT vs_gen_hold1
WAIT 2
GIVE MUSIC newroads_music
WAIT 60
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 3659
PLAY PROMPT VOICE SEGMENT vs_gen_hold1
EXECUTE continue_to_hold


SECTION continue_to_hold

IF OUT OF SERVICE Skillset1 THEN
ROUTE CALL voice_mail
END IF

WAIT 60

GIVE CONTROLLED BROADCAST ANNOUNCEMENT 3659
PLAY PROMPT VOICE SEGMENT vs_gen_hold1
EXECUTE continue_to_hold

 

[lretrievers]

Both of your IF conditions go to the continue to hold section, in addition, a script executes line by line, so the way the script is currently written, it will always get to the continue to hold section. You need to put something in the script to send the call to another section if it meets certain conditions.

 

[todd1019]

I changed it to this using the ELSE statement and I think it is working.

IF QUEUED CALL COUNT Skillset1 > 20 THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 3659
PLAY PROMPT VOICE SEGMENT vs_longhold
ELSE
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 3659
PLAY PROMPT VOICE SEGMENT vs_gen_hold1
END IF

 

[charliesp]

If it was me, and I wanted to repeatedly check the number of calls queuing and play the meesage accordingly, I'd simplify the script by only using one section and it would look something like this:

IF TIME OF DAY <> bushrs_7to9 THEN
ROUTE CALL voice_mail
END IF

IF NOT OUT OF SERVICE Skillset1 THEN
QUEUE TO SKILLSET Skillset1 WITH PRIORITY 3
WAIT 2
ELSE
ROUTE CALL voice_mail
END IF

SECTION continue_to_hold

IF QUEUED CALL COUNT Skillset1 > 20 THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 3659
PLAY PROMPT VOICE SEGMENT vs_longhold
ELSE
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 3659
PLAY PROMPT VOICE SEGMENT vs_gen_hold1
END IF

GIVE MUSIC newroads_music

WAIT 60

IF OUT OF SERVICE Skillset1 THEN
ROUTE CALL voice_mail
END IF

EXECUTE contine_to_hold

I've done this from home so I've not been able to validate it, but I think it's okay. Cheers