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| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
| Tags: call, count, routing, scripting, symposium |
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| | LinkBack | Thread Tools | Display Modes |
 01-06-2007, 01:19 PM | #1 (permalink) | ||||||||
| Junior Member
Rep Power: 0  Country:  |  Symposium Scripting - Routing by % of call count SCCS 5/SWCC4.5 - Has anyone written a script that will queue a certain % of incoming calls to a skillset and the balance are routed off-site. I am trying to figure out how to do this in a mathematical line of code and it is escaping me. Any help/ideas would be appreciated! | ||||||||
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| 01-07-2007, 03:19 PM | #2 (permalink) | ||||||||
| Junior Member   AllTrunksBusy has no status.
Location: Australia Rep Power: 2 Gender:  Country:  | Hi Leeannebillings Not sure that this is what you are after but in the past we have used a check in a script that would check to see if the number of calls queued to a skillset A is 3 times the number of logged on agents in skillset A then give busy. This has been a customer request in the past, some customers want the caller to get busy, some customers want the callers to hear a message the indicates the call centre is busy etc... It does not calculate a % however if there is a skillset that you can measure, it might help. ATB | ||||||||
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| 01-07-2007, 05:37 PM | #3 (permalink) | ||||||||
| Junior Member
Rep Power: 0 Country: | Thanks for the idea - I wondered about that as well but they want this to be really easily changed and do want a %. Believe it or not, they also want the remote site to be 1st choice to get the calls too so wouldn't want them Qd. I am going to put a password protected menu into CallPilot that dependent on the key pressed it will call a DN and it will trigger the %. I'm now thinking rather than trying to get a command in the script to do it, I will determine the % in the Master (based on menu key pressed) and target different CDNs - one will Q the call to the local skillset and the other will ROUTE the call to the remote site. BTW - both have Symp but not networking. I'll keep an eye out for anyone who might have figured out the math to do it in a command line. | ||||||||
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| 01-08-2007, 02:45 PM | #4 (permalink) | ||||||||
| Senior Member  Rachelle is curious
Location: Lou, KY Rep Power: 9 Country:  | When you get this to perform the way your customer is requesting, could you post back with your tested and accepted solution. This is a scenario that I could see popping up more often. This has the potential to be a FAQ and to have proper documentation of the steps you used would be a huge help to the next support team facing this question. We all will thank you in advance. rlc __________________ No matter where you go, there is the Ladies Love Marty Fan Club. :bow2: :bow2: :bow2: | ||||||||
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| 01-08-2007, 04:29 PM | #5 (permalink) | |||||||||
| Moderator   John_In_Dakota is in need of a long nap.
Location: 1069.7 miles from Tiverton, Ontario (CANADA) Rep Power: 12 Gender: Country:    | Quote:
R, Your always thinking ahead. You ROCK!!! __________________ We need change in this country... | |||||||||
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