| How to Unqueue?
Hi all,
I am running CCM 6.0 and I am trying to figure out how to move a call from 1 Skillset to another.
Currently a call comes in and is queued to to LCS_English_sk. the script then plays a menu giving the caller the option of waiting, leave vmail, get directions, or go to a Spanish speaking agent (LCS_Spanish_sk).
The way I have it now if you choose Spanish you are queued into Spanish but you stay queued in English. I tried a few test calls and watch the Real Time displays and can see the call getting queued in both places. How would I unqueue from english and only queue in spanish?
here is a copy of the script....
IF DATE = holiday_moffitt_gv
OR DAY OF WEEK = weekend_moffitt_gv
OR TIME OF DAY > LCS_closed_gv
OR TIME OF DAY < LCS_open_gv
THEN
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT LCS_hello_msg_gv
COLLECT 1 DIGITS INTO hold_choice_cv
INTER DIGIT TIMER 4
END VOICE SESSION
IF hold_choice_cv = 1 THEN
ROUTE CALL 5201342
END IF
IF hold_choice_cv = 5 THEN
ROUTE CALL 6222
END IF
END IF
IF OUT OF SERVICE LCS_sk THEN
ROUTE CALL 5201342
END IF
IF NOT OUT OF SERVICE LCS_sk THEN
QUEUE TO SKILLSET LCS_sk
WAIT 2
END IF
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT LCS_menu_msg_gv
COLLECT 1 DIGITS INTO LCS_choice_cv
INTER DIGIT TIMER 4
END VOICE SESSION
IF LCS_choice_cv = 1,6,7,0 THEN
EXECUTE WAITLOOP
WAIT 2
END IF
IF LCS_choice_cv = 2 THEN
ROUTE CALL 4995
END IF
IF LCS_choice_cv = 3 THEN
ROUTE CALL 8422
END IF
IF LCS_choice_cv = 4 THEN
EXECUTE DIRECTIONS
END IF
IF LCS_choice_cv = 8 THEN
ROUTE CALL 8810
END IF
IF LCS_choice_cv = 5 THEN
ROUTE CALL 5201343
END IF
IF LCS_choice_cv = 9 THEN
EXECUTE SPANISH_WAITLOOP
WAIT 2
END IF
SECTION WAITLOOP
GIVE MUSIC 76
WAIT 30
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT LCS_vmail_msg_gv
COLLECT 1 DIGITS INTO LCS_vmail_cv
INTER DIGIT TIMER 4
END VOICE SESSION
IF LCS_vmail_cv = 1 THEN
ROUTE CALL 5201343
END IF
WAIT 30
IF OUT OF SERVICE LCS_sk THEN
ROUTE CALL 5201342
END IF
IF NOT QUEUED THEN
IF NOT OUT OF SERVICE LCS_sk THEN
QUEUE TO SKILLSET LCS_sk WITH PRIORITY 1
END IF
END IF
WAIT 2
EXECUTE WAITLOOP
SECTION SPANISH_WAITLOOP
IF NOT OUT OF SERVICE SpLCS_sk THEN
QUEUE TO SKILLSET SpLCS_sk WITH PRIORITY 3
WAIT 2
IF OUT OF SERVICE SpLCS_sk THEN
ROUTE CALL 5201344
END IF
SECTION SPANISH2_WAITLOOP
GIVE MUSIC 76
WAIT 30
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT SpLCS_vmail_msg_gv
COLLECT 1 DIGITS INTO LCS_vmail_cv
INTER DIGIT TIMER 4
END VOICE SESSION
IF LCS_vmail_cv = 1 THEN
ROUTE CALL 5201344
END IF
WAIT 30
IF OUT OF SERVICE SpLCS_sk THEN
ROUTE CALL 5201344
END IF
IF NOT QUEUED THEN
IF NOT OUT OF SERVICE SpLCS_sk THEN
QUEUE TO SKILLSET SpLCS_sk WITH PRIORITY 1
END IF
END IF
WAIT 2
END IF
EXECUTE SPANISH2_WAITLOOP
SECTION DIRECTIONS
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT LCS_directions_menu_msg_gv
COLLECT 1 DIGITS INTO LCS_directions_cv
INTER DIGIT TIMER 4
END VOICE SESSION
IF LCS_directions_cv = 1 THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 520400
PLAY PROMPT VOICE SEGMENT LCS_directions_msg_gv
WAIT 3
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 520400
PLAY PROMPT VOICE SEGMENT LCS_directions_msg_gv
WAIT 3
GIVE CONTROLLED BROADCAST ANNOUNCEMENT 520400
PLAY PROMPT VOICE SEGMENT LCS_directions_msg_gv
WAIT 3
END IF
IF LCS_directions_cv = 0 THEN
ROUTE CALL 8810
END IF
WAIT 5
DISCONNECT
*********************
Your help is always appriciated
Jason |