JJacobs313
Technical User
CM 6.2. Hope I explain this well enough:
So I have two clinics that want to answer each others calls, if the oldest call in wait is more than 3 minutes. These are different skill groups, and different vectors.
My question is, how do I send to a different queue, if the call is older than 3 minutes AND only do it if there are available agents in the other group?
Clinic A Vec 430:
10 queue-to skill 430 pri m
Clinic B Vec 460
10 queue-to skill 701 pri m
So say that in vec 430 the longest call is over 3 minutes, I want to then send that call to vec 460@ step 10 only if there are available agents in skill 701.
I am just not seeing it. I would need s goto step to check the oldest call wait, then a goto vec if available agents, then another step that sends it back to step 11 if there are no available agents? I think the below would work? We don't do any real in depth ACD programming, we are very small. I have been reading up, but we don't use EWT or anything like that. This is only so another clinic can answer calls
Examples:
09 wait-time 2 secs hearing ringback
10 queue-to skill 430 pri m
11 announcement 1569 (sorry all agents busy)
12 wait-time 20 secs hearing music
13 announcement 1570 (sorry all agents busy)
14 goto step 22 if oldest-call-wait in skill 430 pri m > 180
15 wait-time 20 secs hearing music
16 goto step 13 if unconditionally
17 stop
18 route-to number 8134300 with cov y if unconditionally
19 stop
20 disconnect after announcement none
21
22 goto vector 460 @step 10 if available-agents in skill 701 > 0
23 goto step 12 if unconditionally
"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt
So I have two clinics that want to answer each others calls, if the oldest call in wait is more than 3 minutes. These are different skill groups, and different vectors.
My question is, how do I send to a different queue, if the call is older than 3 minutes AND only do it if there are available agents in the other group?
Clinic A Vec 430:
10 queue-to skill 430 pri m
Clinic B Vec 460
10 queue-to skill 701 pri m
So say that in vec 430 the longest call is over 3 minutes, I want to then send that call to vec 460@ step 10 only if there are available agents in skill 701.
I am just not seeing it. I would need s goto step to check the oldest call wait, then a goto vec if available agents, then another step that sends it back to step 11 if there are no available agents? I think the below would work? We don't do any real in depth ACD programming, we are very small. I have been reading up, but we don't use EWT or anything like that. This is only so another clinic can answer calls
Examples:
09 wait-time 2 secs hearing ringback
10 queue-to skill 430 pri m
11 announcement 1569 (sorry all agents busy)
12 wait-time 20 secs hearing music
13 announcement 1570 (sorry all agents busy)
14 goto step 22 if oldest-call-wait in skill 430 pri m > 180
15 wait-time 20 secs hearing music
16 goto step 13 if unconditionally
17 stop
18 route-to number 8134300 with cov y if unconditionally
19 stop
20 disconnect after announcement none
21
22 goto vector 460 @step 10 if available-agents in skill 701 > 0
23 goto step 12 if unconditionally
"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt