WAIT 4 required after GIVE IVR?

[glarkin]

This is for SCCS 4.2 (04.02.06)

An engineer from our vendor was looking at our Symposium scripts and told me I should have a WAIT 4 command after every GIVE IVR. I'm aware of the need to have a WAIT 2 after the QUEUE TO SKILLSET command, but I've never heard of a WAIT required after GIVE IVR.

Is this correct? I attended the beginning and advanced scripting classes and I'm sure this was never mentioned.

Thanks,

Greg

 

[janeenaj]

first time I've heard of that and I used to teach the scripting class at GK when 1.x were around. Did this person give a reason for the wait 4

 

[glarkin]

The reason I was given was it prevented calls from getting hung or in a loop or something. I think I'll just disregard it. We've had SCCS 4.2 since 2003 and have never had any scripts with a WAIT 4 after our IVR commands.

Thanks for your input.

Greg

 

[glarkin]

Update: This is what our vendor has advised us to do:

1. Insert a WAIT 4 after each GIVE IVR statement, if they are after the original QUEUE TO SKILLSET command.

2. Insert a minimum of WAIT 1 or WAIT 2 after any GIVE IVR statements that occur prior to the QUEUE TO SKILLSET command. We would have to adjust our service level threshold accordingly to compensate.

They said this was a "recommended Nortel Best Practice" and the purpose is to reduce "phantom calls".

Does anyone write their scripts this way? I've never heard of this practice and am curious to know if our organization is the only one not following it.

Thanks,

Greg

 

[Milesprower]

Way back, it was recommended by our internal tech support (verbally) to insert a wait 2 step after a GIVE IVR statement. It was never a written recommendation from Nortel. We stopped this practice around release 3 timeframe after pursuing the issue through our tech support to Nortel.

We have experienced 0 issues as a result. Push your vendor to justify this practice before continuing it.