simple queuing to 2nd skill 2

[uzumaki]

Hi Guys,

i would like to seek your advise on how to simply queue to 2nd skill better IF the EWT is more than 240 mins? I'm targeting a medium and high call volume and my vector steps are as follows:

display vector 166 Page 1 of 6
CALL VECTOR

Number: 166 Name: UAT
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 queue-to skill 191 pri m
03 wait-time 20 secs hearing music
04 announcement 85401
05 wait-time 20 secs hearing music
06 announcement 85402
07 goto step 3 if expected-wait for skill 191 pri m < 60
08 goto step 3 if expected-wait for skill 191 pri m < 120
09 goto step 3 if expected-wait for skill 191 pri m < 240
10 queue-to skill 199 pri t
11 announcement 85401
12 wait-time 20 secs hearing music
13 announcement 85402
14 wait-time 10 secs hearing music
15 goto step 11 if unconditionally
16 stop

What is your traditional way if you want to queue the call to 2nd skill if all agents are busy which will have a good or logical results in CMS?

 

[lopes1211]

Insert 2 steps between 2 & 3

01 wait-time 2 secs hearing ringback
02 queue-to skill 191 pri m

03 goto step 5 if exp-wait for skill 191 < 240
04 queue to skill ???

05 wait-time 20 secs hearing music
06 announcement 8540105 wait-time 20 secs hearing music


steps 7-16 are pretty sloppy too though.

-CL

 

[uzumaki]

what to insert?

 

[lopes1211]

i've added 2 new steps 3 & 4. they were inserted after you original step 2.

-CL

 

[uzumaki]

Thank you.

Just one more question, why did you do "goto step 5"? Why are you pointing it to the annoucement and not queue it to the 2nd skill? Whats the logic behind? I saw this before but no idea why it was done.

 

[SF0751]

lopes1211 is setting up the vector to meet the requirements that you laid out in your orginal post.

i would like to seek your advise on how to simply queue to 2nd skill better IF the EWT is more than 240 mins?

The vector is designed to skip step 4 (queueing to the second skill) unless the EWT is is greater than 240 SECONDS.

Susan
You can have it all. You just can't have it all at once.