Symposium couple of questions

[TPhoneD]

Does anyone know where to find some good documentation on Symposium for a beginner that needs to get up to par quickly.

And is there any type of routing/scripting where you can prioritize incoming calls by giving out a code to a caller, that would throw caller at the front of the queue, if so do you know how this would be done.

Thanks

 

[lretrievers]

You can prioritize calls in Symposium very easily. One way would be to assign a different number to the priority calls. Then in the scripting you can recognize the CLID or the DNIS and give those calls a priority treatment.

 

[DancingDave]

Or you could have a different number (CDN) for each priority level and queue to the (same) skillset within the scripts but at different levels
i.e.
CDN = 50001; script = platinum; Q to Sales at priority 5
CDN = 50002; script = silver; Q to Sales at priority 10
CDN = 50003; script = lead; Q to Sales at priority 15

The Nortel pdfs are usually pretty good which should be available from your supplier. The reports one is very explicit in terms of what all the reports mean too.

DD

 

[JanelleP]

If you want to use the same incoming number for all clients and still prioritize calls, this can be done using standard scripting where the callers are given their "priority code" beforehand and can enter it during the call. eg through a marketing mail out "you are an important customer and we've given you a priority code to enter when you call so we can prioritize your call accordingly etc etc" and standard customers simply would receive a number and would always default.

In your master or primary script simply have a statement that plays a voice segment requesting the caller enter their "priority code". This number can be collected into Symposium and used in a case statement.

An example might be:

ASSIGN 99 TO choice_cv
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT welcome_ann_gv
COLLECT 2 DIGITS INTO choice_cv INTER DIGIT TIMER 3
END VOICE SESSION

WHERE choice_cv EQUALS
VALUE 10: IF NOT OUT OF SERVICE SKILLSET1 THEN
QUEUE TO SKILLSET 1 WITH PRIORITY 1
WAIT 2
ELSE
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT afterhours_ann_gv
END VOICE SESSION
DISCONNECT
END IF
VALUE 20: IF NOT OUT OF SERVICE SKILLSET1 THEN
QUEUE TO SKILLSET 1 WITH PRIORITY 2
WAIT 2
ELSE
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT afterhours_ann_gv
END VOICE SESSION
DISCONNECT
END IF
VALUE 30: IF NOT OUT OF SERVICE SKILLSET1 THEN
QUEUE TO SKILLSET 1 WITH PRIORITY 3
WAIT 2
ELSE
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT afterhours_ann_gv
END VOICE SESSION
DISCONNECT
END IF
DEFAULT: IF NOT OUT OF SERVICE SKILLSET1 THEN
QUEUE TO SKILLSET 1 WITH PRIORITY 4
WAIT 2
ELSE
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT afterhours_ann_gv
END VOICE SESSION
DISCONNECT
END IF
END WHERE

You will need to manage the queuing messages etc in another script and hence there needs to be more to this coding, but you get the idea.

You can also change priorities of calls during the queuing process, such as if you want to make them a higher priority (more likely to get answered) for each minute they have waited. This avoids having Platinum type callers always getting priority over gold and silver callers who have been waiting an extremely long time. Less likelihood of receiving customer complaints due to wait times on gold and silver queues.

Hope this helps,
JanelleP