Voice Segments Not Interruptable 1

[monkeybarfan]

Hi guys

We have a bit of an issue here with our voice segments. If we have a script with a batch of voice segments as follows...

GIVE RINGBACK
IF LOGGED AGENT COUNT Network_Test >0
THEN QUEUE TO NETWORK SKILLSET Network_Test
END IF

OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT Segment1
VOICE SEGMENT Segment2
VOICE SEGMENT Segment3
END VOICE SESSION
DISCONNECT

When an agent logs into skillset Network_Test, my understanding is that the messaging should then be interrupted and the call would go straight through to that agent (by the default setting unless you specify NOT INTERRUPTABLE).

However, none of our messaging gets interrupted when agents become available, so we have the possible scenario of idle agents in certain skillsets waiting for calls while callers have to sit through messaging until they get to the end and are then, and only then, presented to the agent.

Any clues?

 

[monkeybarfan]

Also another problem I just discovered is to do with digit collects. In the following script, someone pressing "1" has to sit through the choice of pressing "2" when I want them to go straight through to SECTION ONE. I have not specified "No Type Ahead" anywhere and I assumed the default would be where Type Ahead is allowed?

OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT Option1_gv
VOICE SEGMENT Option2_gv

COLLECT 1 DIGITS INTO Digitcollect_cv INTER DIGIT TIMER 3
END VOICE SESSION

WHERE Digitcollect_cv EQUALS
VALUE 1 : EXECUTE ONE
VALUE 2 : EXECUTE TWO

DEFAULT : EXECUTE ONE
END WHERE

SECTION ONE
OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT XXXXXX1
VOICE SEGMENT XXXXXX2
VOICE SEGMENT XXXXXX3
END VOICE SESSION

SECTION TWO
OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT YYYYYY1
VOICE SEGMENT YYYYYY2
VOICE SEGMENT YYYYYY3
END VOICE SESSION

 

[carolien]

If you first queue the call, then it will interrupt the voice segments as soon as an agent becomes available:

QUEUE TO NETWORK SKILLSET Network_Test

OPEN VOICE SESSION
    PLAY PROMPT WITH LANGUAGE ENGLISH
        VOICE SEGMENT Segment1
        VOICE SEGMENT Segment2
        VOICE SEGMENT Segment3
END VOICE SESSION

 

[monkeybarfan]

Thanks for the reply Carolien

However, we already do queue to the skillset before playing the messaging. that's why we have a problem, as by default it should be "interruptable".

Maybe we have a technical fault or something and need to take it up with BT?

 

[carolien]

In your script, you only queue the call if someone is logged in, so if no agent is logged in the call is not queued. That's the problem i think.

 

[monkeybarfan]

Carolien

I've tried it without the IF IDLE AGENT >0 line and we still get the same problem.

 

[Sympology]

What happens if you combine the multiple prompts into a single i.e

OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT bothoptions_gv

COLLECT 1 DIGITS INTO Digitcollect_cv INTER DIGIT TIMER 3
END VOICE SESSION

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