Symposium Scripting 2

[RichardStones]

When an agent has made themselves Available after being in NOT READY, how long should it be before they get a call delivered to them out of the queue??

Is this setting something that can be changed and does it have a minimum value in seconds??

Also when a call is delivered to the Symposium system from the BT Network, what process does it follow before being delivered or queued to an agent / skill set??

 

[rfwhite]

In a simple script it won't be instantly but it's fairly quick, usually 2 seconds or less here. You can increase the delay with a "WAIT" command but I'm not sure why you would want to do it. Also if you're using HDX to query a database outside Symposium that delay becomes a factor. It's not possible to answer your last question without actually analyzing your script(s). Calls can have an almost unlimited number of tests and/or treatments applied as they flow through Symposium. Hope that helps even if vague.

 

[KillianK]

Could be,

Give Ringback wait 2

queue to skillset

no agent available give music or announcement

=============================================

With regards to the Agent, look at the properties on the user and you can set the amount of seconds before they get a call



Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie

 

[RichardStones]

How would I go about printing out all our scripts within Symposium??

Do I need any special access within the system to do this as I'm not sure I am setup as an admin user.

 

[sandyml]

Yes, you will need to be set up as an admin client for Symposium. Do you have someone in your company or at the vendor side who does this for you?

 

[RichardStones]

sandyml ,

Yes we have an Admin User who is part of our IT Services team.

What they seem to know about the system though could be written on postage stamp, hence why I'm asking the questions. I Head up the Forecasting and Planning department. So I need to ensure it's right.

 

[sandyml]

Have that admin user go to Call Flow Administration in the client interface, then to Scripts, and then open each script and print it out for you. They could also export them and give them to you electronically, if they know how to do that (then you can open them as a .txt file).

 

[KillianK]

Click on the Master script and export all, it will then export them in the symposium directory, scripts i think it is called,

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie

 

[sandyml]

As KillianK advised, it will export all the scripts to a folder on the admin client pc. Believe the path is Program Files\Nortel Networks\Symposium Call Center Server\client\en\script