Symposium 5.0 scripting

[drewsov]

I'm trying to modify a script so that if a call has been queued to a specific skillset for longer than 120 seconds, it dequeues and executes a new script. I'm able to do it when dequeueing based upon number of calls in queue, but am unable to get it to work with time in queue. Here is what I have, but this dequeues all calls in the script. I need to only do certain skillsets. Does this look right?

IF CDN = 5287 THEN QUEUE TO SKILLSET Telco1 WITH PRIORITY 1
WAIT 2
END IF

IF CDN = 5292 THEN QUEUE TO SKILLSET Telco2 WITH PRIORITY 1
WAIT 2
END IF

IF CDN = 5298 THEN QUEUE TO SKILLSET Helpdesk WITH PRIORITY 1
WAIT 2
END IF

IF (AGE OF CALL > 120) THEN REMOVE FROM SKILLSET Telco2
EXECUTE SCRIPT Outage1
END IF

 

[Milesprower]

Yes it would dequeue all calls in the script. I'm not sure why you are organized this way as I can't see how reporting would work, but let's look at the call routing for now:

One simple way to limit the action to calls queued to Telco2 is the use the CDN in the test:

IF (CDN = 5292) AND (AGE of CALL > 120) THEN
REMOVE FRO< SKILLSET Telco2
EXECUTE SCRIPT Outage1
END IF

Is this clause in a loop? How often is the test done (every 30 or 45 seconds)?

 

[drewsov]

Thank you. The test should be done every 30 seconds.

 

[captaingadget]

Although this will indeed execute another script, the call stats will still be pegged against the originating script, you will not be able report directly against script outage1 since this will become a secondary script.

 

[drewsov]

The groups needs changed. Now they want all skillsets to go to the overflow queue. I put the below lines in at the end of the script. "Andy" is a Global Variable I created with a list of all the skillsets that need to be removed. Script works like a charm!

GIVE IVR 7000 WITH TREATMENT 67020
GIVE MUSIC 20

WAIT 120
REMOVE FROM SKILLSET Andy
EXECUTE SCRIPT Outage1

 

[danielbernardi]

Try it....

QUEUE TO SKILLSET service_sk
WAIT 2

QUEUE TO SKILLSET service1_sk
WAIT 2

QUEUE TO SKILLSET service2_sk
WAIT 2

QUEUE TO SKILLSET service3_sk
WAIT 2

SECTION Check_Age
WAIT 30
IF (AGE OF CALL > 30) THEN
EXECUTE Requeue
END IF
EXECUTE Check_Age

SECTION Requeue


QUEUE TO SKILLSET emergency_sk
wait 2