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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: skillset, symposium |
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 September 18th, 2009 | #1 (permalink) | ||||||||
| Junior Member 
Location: Sussex Rep Power: 0  Gender:  Country:  | Queue to multiple skillsets Hi If a call is queueing at a skillset and then after a certain amount of time it queues at a second skillset, will agents in both skillsets be able to answer the call, or will it be removed from the original skillset. See example below.... GIVE RINGBACK IF NOT OUT OF SERVICE LINKUNDERWRITING THEN QUEUE TO SKILLSET LINKUNDERWRITING WAIT 2 ELSE IF NOT OUT OF SERVICE UWEDI THEN QUEUE TO SKILLSET UWEDI WAIT 2 ELSE ROUTE CALL 0 END IF END IF SECTION MSGREPEAT IF NOT LOGGED OUT AGENT EMERGENCY_EVACUATION_AGENT THEN GIVE RAN 46 DISCONNECT END IF IF (DAY OF WEEK = SATURDAY..SUNDAY) OR (TIME OF DAY <> OWN_DDI_WORKING_HOURS) THEN GIVE RAN 44 DISCONNECT END IF WAIT 20 GIVE RAN 41 GIVE MUSIC 50 WAIT 20 IF AGE OF CALL > Link_UW_Overflow THEN IF NOT OUT OF SERVICE UWEDI THEN QUEUE TO SKILLSET UWEDI ELSE ROUTE CALL 0 END IF END IF EXECUTE MSGREPEAT | ||||||||
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| September 18th, 2009 | #2 (permalink) | ||||||||
| Junior Member  Clepex has no status.
Rep Power: 4 Gender: Country:  | The server will check on the skillset queue randomly, which means the call may be answered as skillset1 or skillset2. This varies with each call. Queuing the call to skillset2 will not remove it from skillset1. You must use the REMOVE FROM SKILLSET command to do this. | ||||||||
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| November 24th, 2009 | #3 (permalink) | ||||||||
| Junior Member
Rep Power: 0 Country:  | It purely depends on how we write the scripts.. if the script is conditional and configured to check skillset1 and skillset2 randomnly..it will stay with both the skillsets.. For eg.. If i have configured an overflow script such that the call should route to skillset 2.. it stays with skillset2, if we have configured to route back to skillset1 on conditional basis .. it will stay connected with both the skillsets.. Agents in both the skillsets will be able to answer the call | ||||||||
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