Symposium/Meridian Integration with Avaya (Scripting)

[sk391]

Hello
I am looking to integrate symposium with a Avaya Proactive dialler with call blending and have a question about scripting.

I need amend my existing primary script so that when the number of waiting calls queuing reaches a certain value it will then check to see what trunks are available on the Meridian that belong to the Avaya dialler and then transfer the call to one of the agent that usually make outbound dialling calls. so that we never miss inbound calls.

I have done some reading and I have found :

ROUTE CALL <DN> CONTROLLED

so that the call is routed to a dn which belongs to the trunk ( is this correct, Can I assign a dn to a trunk?) and the control part make sure that the dn is first a diallable number and also make sure that the DN is free to accept a call. if the dn is busy then the controlled part of the script bring the call back to the original script.

How would I go about making sure that when the call is brought back to the script that it again starts from the begining of the script and not the next part after the CONTROLLED statement.

Any idea's on how to script so that the call is routed when the number of calls waiting is say greater than 4.


can anyone suggest a better way of script this?

 

[captaingadget]

To make the call execute the script from the start after if the DN is busy, you could start the script with SECTION start. Then after the ROUTE CALL command EXECUTE start.

You can use the QUEUED CALL COUNT intrinsic to determine the number calls queueing, so the script could look something like:

SECTION start

IF QUEUED CALL COUNT > 3 THEN
ROUTE CALL dn CONTROLLED
END IF
EXECUTE start


Please be aware of creating endless loops in scripts.

 

[Milesprower]

Do some testing first. The CONTROLLED keyword only works with internal transfers. If you are sending a call outside the Nortel (as I believe you are), then the CONTROLLED keyword does not work.

 

[captaingadget]

Good point Miles, the scripting guide is not overly clear here, but my interpretation is that is will work to busy trunks but not to a busy external number.