symposium script to CP menu issue 2

[is2teli]

We are on Symposium 4.2. On my help desk queue, I need to give users option to leave a message. I created a CallPilot menu and SDN. Press 1 to leave message (sends to their mailbox) or Press 2 to continue to hold.
I know that takes them out of the queue and then puts them back but we don't get too many help desk calls to worry about a major back up.
For the scripting in Symposium, how would I reference the SDN (I want the call to be sent to menu after the caller hears the 2nd RAN)?

Also, another issue while trying to set this up in CP Menu:
Instead of pressing 2, I tried to put in a NO RESPONSE key and then send back to the CDN queue but it always goes to teh operator. Only works when I put in Opt 2 will it go to the queue. I am pointing both keys to the same CallTransfer box which is pointed to the same CDN.

I hope I was clear in explaining my issues. Thanks for your help!

 

[atchuvely101]

If you want to give an option to leave a message you can do

Give IVR <ivr dn> WITH TREATMENT <vsdn/sdn>

when you build the menu you just need to give option 1 to leave a message or continue to hold, do not allow press 2 option. You can use GIVE IVR INTERRUPTIBLE if you would like the caller to get an agent if the agent becomes available while listening to the message. IVR DN is the ACD DN the IVR ports are in

 

[cgilmer]

If you are not accessing Call Pilot messaging via Open Session commands but by just routing a call to a number on an SND table you have to treat calls coming in and going back like Transfers and Route To. In this case, you would need a "phantom" analog port programed for the SDN with DCFW to the Call Pilot, you could also use an ACD with NCFW to the Call Pilot as well. Then your option to go back to the script would be a Transfer.

Now what you can do is the option that you want to send back to the "queue" assign a new CDN with the same script you are using for the original call. Then add a where command to recognize the "backdoor" cdn and give it a higher priority when placing the call back into the skillset to bump it back to the top of the queue.

 

[is2teli]

Thanks both. I am not too familiar with the IVR setup. I don't see any IVR configured/acquired.
We are routing calls to number on SDN table. I will try that solutiton. Currently testing w/ calls going to SDN/ menu. In Real time display, it is counting calls as "Calls Given Terminate" which I don't want. I will try above and post if there are issues. thx again.

 

[cgilmer]

Yea it will always give Terminate when routing a call via the command or out of a menu. Its not the best way to do things but it "functionally works". You should investigate getting your call pilot set up to be able to provide treatments via Open Sessions if you don't want to see terminates.

 

[is2teli]

You mentioned a NEW CDN with the same script and putting a WHERE command......Not understanding but this is where I don't want the caller to be bumped back.
Here is a copy of my test script where I have ROute TO teh SDN:
GIVE RINGBACK
WAIT 2

IF (DATE = holiday_gv) /*List of Holidays*/
OR (DAY OF WEEK = weekends_gv) /*Saturdays and Sundays*/
OR (TIME OF DAY = closed_hours_gv) THEN /*5:00pm to 8:30am*/
GIVE RAN ran_closed_gv
DISCONNECT
END IF

IF (DATE = pre_holiday_gv AND TIME OF DAY = pre_hol_time_gv) THEN
GIVE RAN ran_closed_gv
DISCONNECT
END IF


IF (emergency_gv = TRUE) OR (NOT OUT OF SERVICE Emergency_sk) THEN
GIVE RAN ran_closed_gv
DISCONNECT
END IF

IF OUT OF SERVICE Tech_Support_sk THEN
ROUTE CALL 7802
DISCONNECT

END IF

QUEUE TO SKILLSET Tech_Support_sk
WAIT 2


GIVE RAN ran_tech_supp_gv /*first busy message*/
WAIT 2
GIVE MUSIC music_annce_gv
WAIT 20
GIVE RAN ran_cont_hold_gv /*second busy message*/
WAIT 30

ROUTE CALL 7802

SECTION Repeat
IF (emergency_gv = TRUE) OR (NOT OUT OF SERVICE Emergency_sk) THEN
GIVE RAN ran_closed_gv
END IF
IF NOT QUEUED THEN
IF OUT OF SERVICE Tech_Support_sk THEN
ROUTE CALL 7802
DISCONNECT
ELSE
QUEUE TO SKILLSET Tech_Support_sk
WAIT 2
END IF
END IF
GIVE RAN ran_cont_hold_gv /*second busy message*/
WAIT 30

 

[janeenaj]

Your SECTION Repeat will never get executed because the line before it is ROUTE CALL 7802.

When the script hit the ROUTE CALL COMMAND the caller is gone.

7802 should be a phantom TN or a dummny acddn like cgilmer suggested. If its a phantom TN, make sure the DCFW is targeted to the CP messaging DN. If its a dummy acddn, make sure the ncfw prompt is pointing to the CP messaging DN.

As for the no response in CP, no response to CP represent rotary dialers and will take the rotary path no matter what you attached to the menu. To make the no response follow the path you want, you have to change the rotary path at the bottom of every application...the default path is xferring to an attendant.

all of this would be a lot cleaner if you use open voice session...IF you have sccs/cp integration.

J

 

[is2teli]

I removed the section repeat. I created a new CDN and 2nd script. I changed the menu for No Response/Rotary to go to transfer to CDN.
Still learning my way. How do I check if it SCCS/Call Pilot integration? We currently send calls from Symposium to CP SDN and send from CP to CDNs in Symposium. How would I go about using “Open Voice Session”? thanks

 

[janeenaj]

If you have CP 2.0 or higher you can run the Configuration Wizard and under Switch setting there should be a check box for SCCS/CP integration...if its checked you can do it...but doesn't necessarily means it configured.

You can also check CP Multimedia Monitor to see if you have any ACCESS or IVR ports defined. You'll need ACCESS port defined to use the OPEN VOICE SESSION command.

Once everything is configured, all you have to do is:

OPEN VOICE SESSSION
PLAY PROMPT make_selection_vs
COLLECT 1 DIGITS INTO hold_digit_cv
END VOICE SESSION

IF hold_digit_cv = 1 THEN
ROUTE CALL mailbox_cv
ELSE
...
END IF

make_selection_vs would be your announcement to either press 1 to leave a message or do nothing and continue to hold.

hold_digit_cv would be an integer or dn type call variable that collect what the caller presses.

this is basically the gist of it, a lot of this depends on how SCCS and CP are configured.

 

[is2teli]

It is not checked for SCCS/CP integration. Under Multimedia Monitor, I show:
Channel Status
MPC / MPC Port Select All 1 2 3
DSP01-001
1
1
1
DSP01-002
1
1
1
DSP01-003
1
1
Under Channel Monitor:
Channel Status
M1 Select All 1 2 3 4 5 6 7 8
STI01-001

I don't show any ACCESS or IVR Channels
What info is needed to get the integration set up? Should this be done during off hours? Or can the integration even be done?

 

[yyrkroon]

Everything you need to know about SCCS/CP Integration can be obtain from this doc located at:

http://webpages.charter.net/yyrkroon/

enjoy and good luck.

 

[is2teli]

yyrkroon - thanks for the doc!

 

[tonyrico]

Janeeraj,
you wrote that this is the way you route a call to a mailbox:

OPEN VOICE SESSSION
PLAY PROMPT make_selection_vs
COLLECT 1 DIGITS INTO hold_digit_cv
END VOICE SESSION

IF hold_digit_cv = 1 THEN
ROUTE CALL mailbox_cv
ELSE
...
END IF

make_selection_vs would be your announcement to either press 1 to leave a message or do nothing and continue to hold.

hold_digit_cv would be an integer or dn type call variable that collect what the caller presses.
.
.
.
This is exactly how we do it, however how do you initialize mailbox_cv with a mailbox number. If you just enter an extension it will ring 4 times then FDN to the mailbox. I'm trying to get this same piece of programming to send that caller who pressed 1 directly to a mailbox.

thanks

 

[yyrkroon]

Tonyrico - to initialize the mailbox_cv, you'll have to at some point assign a valid mb number to that variable.

This is usually done when the call first comes in...i.e.

MASTER SCRIPT:

WHERE CDN EQUAL
VALUE 1234: ASSIGN 1234 TO mailbox_cv
ASSIGN my_skillset TO skillset_cv
...
EXECUTE SCRIPT Whatever
...

it doesn't have to be in the master, the assigment could be done within the primary script as long as its done prior to getting to that line of code that tells the script to route it out.

hopes this makes sense

 

[sandyml]

On the PBX, either build a phantom TN that is DCFW'd to CallPilot, or build an ACD-DN that is NCFW'd to CallPilot. Then, whichever you do, put that DN into the mailbox as an additional extension (unless it is already the mailbox number). Then route to your phantom or ACD, and it should go right away.

 

[is2teli]

Revisiting this with ACCESS Ports now configured....
With my current script as this, WHERE would i input OPEN VOICE SESSION to give the caller the option press 1 to leave a message or hold? Remove ROUTE to 7802 and input OPEN VOICE SESSSION
PLAY PROMPT make_selection_vs
COLLECT 1 DIGITS INTO hold_digit_cv
END VOICE SESSION

IF hold_digit_cv = 1 THEN
ROUTE CALL mailbox_cv(this would be the box 7802)


THIS IS MY CURRENT SCRIPT:

IF (DATE = holiday_gv) /*List of Holidays*/
OR (DAY OF WEEK = weekends_gv) /*Saturdays and Sundays*/
OR (TIME OF DAY = closed_hours_gv) THEN /*5:00pm to 8:30am*/
GIVE RAN ran_closed_gv
DISCONNECT
END IF

IF (DATE = pre_holiday_gv AND TIME OF DAY = pre_hol_time_gv) THEN
GIVE RAN ran_closed_gv
DISCONNECT
END IF


IF (emergency_gv = TRUE) OR (NOT OUT OF SERVICE Emergency_sk) THEN
GIVE RAN ran_closed_gv
DISCONNECT
END IF

IF OUT OF SERVICE Tech_Support_sk THEN
ROUTE CALL 7802
DISCONNECT

END IF

QUEUE TO SKILLSET Tech_Support_sk
WAIT 2


GIVE RAN ran_tech_supp_gv /*first busy message*/
WAIT 2
GIVE MUSIC music_annce_gv
WAIT 20
GIVE RAN ran_cont_hold_gv /*second busy message*/
WAIT 30

ROUTE CALL 7802