pongnut

This sounds like a "can't have my cake and eat it too" deal.

My company wants a menu type greeting that will allow callers to dial 1 for an in-house extension or 2 to reach our customer service group. They also want to keep track of how many callers opt to dial an extension and of those callers, how many end up not entering a valid extension and defaulting to the customer service group.

So I created a created the INVALID script which simply plays “please hold” and executes (EXECUTE SCRIPT) the CUSTOMER SERVICE script. Then I created the EXTENSION script that prompts for a 4-digit extension and routes to it or executes the INVALID script if no extension is entered. Then I created a new cdn and script called MENU that prompts the caller to press 1 to dial an extension or 2 for customer service.

In the Master Script I use a WHERE CDN EQUALS value to execute my MENU script. That works. If the caller presses 1 then the EXTENSION script is executed and that works. If the caller then dials an invalid extension (out of a pre-determined range) or doesn’t dial anything then the INVALID script is executed and that works. The INVALID script simply plays “please hold” and then executes the CUSTOMER SERVICE script and that works.

The calls flow as designed. The problem is that none of the secondary scripts show up in reporting. So I created a cdn for each script and stuck each one in the Master Script with the WHERE CDN EQUALS command. Now the scripts show up in reporting but calls don’t get counted as they go through these scripts. So I replaced the EXECUTE SCRIPT commands in each script with ROUTE CALL and entered the cdn tied to each script. Now the calls get pegged – great...but now the caller hears a short ringback between the scripts.

If you’re still reading this post, you’re a trooper! So the question is: Is there any way to keep the caller from hearing ringback as they get routed from script to script or... is there any way to get reporting of secondary scripts?

We are using Symposium (SCCS) ver 04.01.07

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