When Call Exceeds Max Wait Time

[BenRoylance]

Hello

I am wondering if this is possible. We have 10 skillsets at the minute and one of them only goes to a select group of people. We would like to set a formula to say if a call is waiting for longer than 2 minutes it would go to anyone, rather than just the select group. Can this be done? We are using Web Client 4.5

Thanks

 

[Utreg]

You can setup scripting like:

IF Age of Call > 120
Queue to skillset SK_Anyone
END IF

 

[BenRoylance]

Thanks very much for that

Now, without wanting to look like a thicko, where exactly would I put that? I've not used Symposium apart from Real-Time/Historical reporting before but have been asked to look into this. I have access to the web client and can also remote desktop to the server it's hosted on

 

[Utreg]

If it is Symposium 4.5 you will need a fat-client to do scripting.

 

[TelecomGuyUT]

It seems like there is an option for scripting in the 4.5 webclient too. (but if I remember right, its pretty terrible where you have to establish a remote desktop connection to the server through the webclient application) So I agree with Utreg that its easiest to use the thick client application...

Then you will need to identify the phone number and script that you are dealing with. Then there should be a section that is identified as Wait_Loop or something like that. The IF AGE OF CALL command will need to be inserted there.

phone number can be found in the PBX IDC table (LD 49)
IDC table will point the DNIS to a CDN
CDN is defined in the Master_Script
Master_Script routes the CDN to the applicable script.

Let us know if you need any more help