Skill sets

[QuietP]

Hello

We are using an opt. 11c nortel system with SCCS 5.0. Just had the server updated with latest patches.

I am experiencing an issue in which calls are sometimes being presented to an agent who is either not in the skillset or set to StandBy in that particular skillset. This does not happen often, but it does occasionally happen.

Also, is it possible to limit user input, from their phone, in a script? For example, in a particular script I am prompting the user to press 1 or 2. But if they press 0 or any other number all sorts of odd activity starts. When I test the system and press 0, it takes me to a closed message. How do I control this? Preferably I would like to limit the user to only numbers I am requesting in that particular script.

Thanks

 

[notapropergeordie]

Well I'm no expert but..Can you get the agent concerned to note the time and the number dialled by the customer. then you can try it yourself and trace on the switch (LD 80)and/or Symposium call by call. Sure there is no default DN or NCFW routing to this agent?

What does your menu choices script look like?
anything like this? (from Nodal Master with menu choices example)SECTION MainMenu

OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT greeting_vs
VOICE SEGMENT main_menu_vs
COLLECT 1 DIGITS INTO menu_choice_cv
PLAY PROMPT VOICE SEGMENT pls_hold_vs
END VOICE SESSION

WHERE menu_choice_cv EQUALS
VALUE 1: EXECUTE SCRIPT <Script_Name>
VALUE 2: EXECUTE SCRIPT <Script_Name>
VALUE 3: EXECUTE SCRIPT <Script_Name>
VALUE 4: EXECUTE SCRIPT <Script_Name>
VALUE 5: EXECUTE SCRIPT <Script_Name>
DEFAULT: ASSIGN loop_cv +1 TO loop_cv
IF loop_cv >1 THEN
EXECUTE SCRIPT <Script_Name>
ELSE
EXECUTE MainMenu
END IF
END WHERE

 

[johnpoole]

to stop unused digits, assign all ditits, if your using 1,2,and 0,, the point 3 4 5 6 7 8.. to a loop with a ran that says don't push stupid numbers or something a little more pc

john poole
bellsouth business
columbia,sc

 

[johnpoole]

another way that i have done this was to front end the call with cp menu service, only choice's assigned routed to the cdn..

john poole
bellsouth business
columbia,sc