johnnydialtone
MIS
Does anyone see how ACD calls routed with the vector below could be queueing to skill 1 between 5 and 5:30 PM? The calls definately came in after 4:30 and are being answered after 5 PM. I can tell by my CMS reports.
Thanks.
Number: 7 Name:
Multimedia? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? n BSR? y Holidays? y
Variables? y
01 goto step 23 if time-of-day is fri 16:30 to mon 05:59
02 goto step 25 if time-of-day is all 06:00 to all 08:29
03 goto step 23 if time-of-day is all 16:30 to all 05:59
04 goto step 23 if staffed-agents in skill 1 = 0
05 goto vector 41 if holiday in table 1
06 goto vector 99 if staffed-agents in skill 99 > 0
07 goto step 21 if calls-queued in skill 1 pri l > 21
08 wait-time 2 secs hearing ringback
09 collect 1 digits after announcement 4967 for none
10 route-to number 2577 with cov y if digit = 1
11 goto step 12 if unconditionally
12 goto step 21 if calls-queued in skill 1 pri m > 21
13 goto step 23 if time-of-day is all 16:30 to all 08:29
14 queue-to skill 1 pri m
15 announcement 4965
16 wait-time 60 secs hearing music
17 collect 1 digits after announcement 4952 for none
18 goto step 21 if digits = 1
19 goto step 16 if unconditionally
20 stop
21 route-to number 4297 with cov y if unconditionally
22 stop
23 disconnect after announcement 4955
24 stop
25 route-to number 4296 with cov y if unconditionally
26 stop
27 disconnect after announcement none
28
29
30
31
32
Thanks.
Number: 7 Name:
Multimedia? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? n BSR? y Holidays? y
Variables? y
01 goto step 23 if time-of-day is fri 16:30 to mon 05:59
02 goto step 25 if time-of-day is all 06:00 to all 08:29
03 goto step 23 if time-of-day is all 16:30 to all 05:59
04 goto step 23 if staffed-agents in skill 1 = 0
05 goto vector 41 if holiday in table 1
06 goto vector 99 if staffed-agents in skill 99 > 0
07 goto step 21 if calls-queued in skill 1 pri l > 21
08 wait-time 2 secs hearing ringback
09 collect 1 digits after announcement 4967 for none
10 route-to number 2577 with cov y if digit = 1
11 goto step 12 if unconditionally
12 goto step 21 if calls-queued in skill 1 pri m > 21
13 goto step 23 if time-of-day is all 16:30 to all 08:29
14 queue-to skill 1 pri m
15 announcement 4965
16 wait-time 60 secs hearing music
17 collect 1 digits after announcement 4952 for none
18 goto step 21 if digits = 1
19 goto step 16 if unconditionally
20 stop
21 route-to number 4297 with cov y if unconditionally
22 stop
23 disconnect after announcement 4955
24 stop
25 route-to number 4296 with cov y if unconditionally
26 stop
27 disconnect after announcement none
28
29
30
31
32