Symposium first timer

[armytechie]

Forgive me the stupid question but as the the titel says its my first, Where I am... I have a option 61c with ACD and symposium, I've figured out how to route the 8xx number through the switch, I have a handle on the IDC translations and all else involved in the switch, but now..now I need to write a "SCRIPT" in symposium and set up a test, I feel so stupid, I know this is elementry, but I need to know how to write a script in the symposium to route that number to the ACD Que. I hope I provided an idea of what I need if not I can provide more information.( I think)

 

[Sympology]

Can you let people know what version of Symposium you have as this will help out a lot.

Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[armytechie]

Symposium call center 4.0 Standard 1.0 and stu your saying makes me feel better about this question thanks!

 

[KillianK]

Hi Arnytechie,

We all had to start at the bottom..............

You need a DNIS, CDN, Script/Application name, skillsets, agents/users, program acd phones, announcements with Meridian Mail or Call Pilot,

I can post a test script if you want,

hope this might be help you build a picture of what you need



Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie

 

[armytechie]

Please Do I can use any info you can provide, just as a template

 

[sandyml]

armytechie, are you really trying to route the number to the ACD (and thus bypassing Symposium functionality)? Or do you mean you want to write a regular queueing script? Symposium uses skillsets. Don't feel stupid, there is quite a bit to know about this product. If you can find the documentation NTP or books, look in the back of the Scripting guide for sample scripts. Scripting can be a complex undertaking. Check out available training for this at

http://get.globalknowledge.com/norteltraining/.

We'll also help you as much as we can, of course.

 

[KillianK]

A good way to learn is to copy some of the exsisting scripts that you have and try them out in a test script (change skillsets and cdns, etc) Here is a sample, SCCS 5.0


/* Check to see if both skillets that can answer calls are
out of service, and disconnect the caller if they are. */
IF OUT OF SERVICE general_sk, backup_sk THEN
EXECUTE Night_Treatment
END IF
/* Send VIP calls to be handled in a special way. This is
done at the beginning to ensure that VIP callers are never
given a busy signal. vip_list is a variable. */
IF (CLID = vip_list_gv) THEN
EXECUTE Special_Handling
END IF
/* Check to see if there are already more than twice as many
calls queued as there are agents logged in, and give the
caller a busy signal if this is true. */
IF (QUEUED CALL COUNT general_sk) > (2 * LOGGED AGENT
COUNT general_sk) THEN
GIVE BUSY
END IF
/* Queue the caller to the general skillset and give an
announcement followed by music. */
QUEUE TO SKILLSET general_sk WITH PRIORITY 3
82 Symposium Call Center Server
Scripting rules and conventions Standard 2.0
WAIT 6
GIVE RAN agents_busy_ran_gv
GIVE MUSIC classical_music_gv
/* This section of the script tests the age of the call
every 20 seconds. If the call has been in the queue longer
than 2 minutes, the script jumps to another section that
increases the call’s priority in queue. If the call is not
queued, the caller hears a message informing him or her
that the call center is closed.*/
SECTION Check_Age
/* Check if call still queued - if not, Call Center must
have closed */
WAIT 20
IF NOT QUEUED THEN
EXECUTE Night_Treatment
END IF
IF (AGE OF CALL > 120) THEN
EXECUTE Raise_Priority
END IF
GIVE RAN agents_still_busy_ran_gv
GIVE MUSIC classical_music_gv
EXECUTE Check_Age
SECTION Raise_Priority
CHANGE PRIORITY IN SKILLSET general_sk TO PRIORITY 1
WAIT 2
QUEUE TO SKILLSET backup_sk WITH PRIORITY 3
WAIT 2
SECTION Keep_RAN_Loop
/* Check if call still queued - if not, Call Center must
have closed */
WAIT 20
Scripting Guide for M1/Succession 1000 83
June 2004 Scripting rules and conventions
IF NOT QUEUED THEN
EXECUTE Night_Treatment
END IF
GIVE RAN agents_still_busy_ran_gv
GIVE MUSIC classical_music_gv
EXECUTE Keep_RAN_Loop
/* This section of the script is reached if the caller has
a CLID that is in the VIP variable list. These callers are
queued with high priority to two queues and given a special
RAN. */
SECTION Special_Handling
QUEUE TO SKILLSET general_sk WITH PRIORITY 1
WAIT 2
QUEUE TO SKILLSET backup_sk WITH PRIORITY 3
WAIT 2
GIVE RAN you_are_special_ran_gv
GIVE MUSIC classical_music_gv
EXECUTE Keep_Ran_Loop
/* This section of the script plays the closed announcement
and disconnects the caller. This will only happen if both
the general skillset and the backup skillset are out of
service. */
SECTION Night_Treatment
GIVE RAN closed_ran_gv
DISCONNECT

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie

 

[Sympology]

Here's a nice basic way to set up a symspoium set up. May not be the best way but it contains some of the basics. Hopefully I haven't missed out stages, it ages since worked with a bare system

Create a ACD queue on Meridian with a couple of phones (note the Tn's of phones)
Create CDN with DFDN of the ACD queue

Now open up your symposium.

Create the phones under Phonesets. Remeber to name them something useful, e.g DN_1234_TN-1-1-1-1 Tn is then inputted e.g 1-1-1-1

Right click and aquire them. Refresh, check they are aquired. If not check your settings.

Now goto CDN's and Create and aquire the CDN, similar to above.

Now create a Skillset eg. test_skillset

Now create Agents
Firstly create a Supervisor Agent Fill in the fields, you need to create as Agent, Desktop and Supervisor. Pretty basic, you can guess most things. Make sure you put this agents into your new skillset.
Then create extra agents, but you only need to select Agent when choosing a new setup. No copy and paste i'm afraid :-(

Now scripting.
You may be tempted with Master script first, it won't work! It's good practice to type you script in uppercase and things like skillsets, script varibles and voice prompt in lowercase (don't worry you'll soon learn them)
Create a new script. Here's a nice basic. one I've chopped down. /* and */ are start and end "REM" point i.e. text is ignored. Notice if you have IF command, you need to "close" it with an END IF command. Once done you'll need to validate it. Any problems and Symposium will let you know. Call it something like test_script.

/*
Test Script
Created By : Stu Reeves
Date : 4 June 2003
Modified By :
Date :
Comments :
*/

/*........Check for Available Agents.........*/

IF NOT OUT OF SERVICE test_skillset THEN
QUEUE TO SKILLSET test_skillset
WAIT 2

ELSE
DISCONNECT
END IF

GIVE RINGBACK
WAIT 5

/*.....Queue until answered.......*/

SECTION Loop1


IF NOT QUEUED THEN
IF NOT OUT OF SERVICE test_skillsetTHEN
QUEUE TO SKILLSET test_skillset
WAIT 2

ELSE
DISCONNECT
END IF
END IF

GIVE RINGBACK
WAIT 30

EXECUTE Loop1



Now for your Master Script.

Put in a line somewhere that says.

IF CDN = 1234 (or whatever you chose) THEN
EXECUTE SCRIPT test_script
END IF

Now Activate it. All being well, and provided I haven't missed something out, you should now bea bale to ring the CDN and it'll go though Symposium.

Have fun.

Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[armytechie]

MUCH thanks, I'll be at my call center later today I'm sure I'll be on here frantic at some point, thanks for ALL the support not to mention the supportive words.