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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.

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Old 10-22-2009   #1 (permalink)
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Question Multiple Skillsets queue time?

Still learning script writing and trying to shave queue time down; callers are being passed correctly however, they are waiting 35-45 seconds to be presented to back up skill set.
If multiple skill sets are listed in an IF-THEN-ELSE statement with a WAIT of 5 seconds, does the system check each skill set for 5 seconds or is it just 5 seconds to check IF NOT OUT OF SERVICE? See my sample below
IF NOT OUT OF SERVICE sk_east, sk_cent THEN
QUEUE TO SKILLSET sk_east, sk_cent
WAIT 5
ELSE
IF NOT OUT OF SERVICE sk_west THEN
QUEUE TO SKILLSET sk_west
WAIT 3
ELSE
EXECUTE Bkup_CS
END IF
END IF
END IF

SECTION Bkup_CS
GIVE RAN 22
WAIT 3
IF NOT OUT OF SERVICE sk_processing THEN
QUEUE TO SKILLSET sk_processing
WAIT 5
ELSE
IF NOT OUT OF SERVICE sk_backupTHEN
QUEUE TO SKILLSET sk_backup
WAIT 5

EXECUTE Check_age
END IF
END IF
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Old 12-02-2009   #2 (permalink)
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It checks each skillset for 5 seconds before it gets routed to the backup skillset...
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