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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: acd, script, skill sets, symposium |
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| Junior Member ![]()
Location: Atlanta Rep Power: 0 ![]() | 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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