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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, skillset symposium |
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 October 26th, 2009 | #1 (permalink) | ||||||||
| Junior Member 
Location: Atlanta Rep Power: 0  Gender:  Country:  | OUT OF SERVICE vs NOT OUT OF SERVICE Still learning Symposium Script language and have an issue with how a caller queues. When the instruction is: IF (CLID = east_area_code) THEN IF NOT OUT OF SERVICE sk_east THEN QUEUE TO SKILLSET sk_east WAIT 5 ELSE IF NOT OUT OF SERVICE sk_cent, sk_west THEN QUEUE TO SKILLSET sk_cent, sk_west WAIT 4 ELSE EXECUTE Bkup_A I know "IF NOT OUT OF SERVICE" means that agents are logged in and available for a call however, if the agent is on the call, does that mean the system 'sees' the skill set as "out of service"? Also: Callers are queuing for 35 seconds or more before being presented to backup group A however if the agent in backup group A is logged in but on a call, the caller is held in queue and not passed to backup group B. Question 1: if multiple skill sets are listed, does the service check each and wait 4 seconds for each or is it 4 seconds for the whole list? The section above is one of three clid inquiries (east, central and west) that queue to different skill sets depending on the area code but all callers are passed to back up group A if unable to present to an agent in first skill set; then, if no agent is available in group A; the caller is supposed to pass to back up group B. Each area code backs up another (Central backs up East, West backs up Central, East backs up West) Question 2: does the caller end up in a 'loop' because of the way the skill sets back one another up? Last edited by adm2cic; October 27th, 2009 at 10:07 AM. Reason: clarification | ||||||||
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| October 27th, 2009 | #2 (permalink) | ||||||||
| Junior Member  Clepex has no status.
Rep Power: 4 Gender: Country:  | 1. If the agent is busy on call, the skillset is still IN SERVICE. 2. If a skillset list is used on QUEUE TO SKILLSET command, the call is immediately queued to all of the skillsets. Then the WAIT 4 is executed, which is simply a pause on the script. 3. The caller may end up in a loop if all skillsets back each other up. You have to carefully put checks/tests to avoid infinite looping. It is also better to write the IF-THEN-ELSE command separately to avoid confusion with the call flow. Try using SECTIONS. | ||||||||
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| November 24th, 2009 | #3 (permalink) | ||||||||
| Junior Member
Rep Power: 0 Country: | The call stays on the queue for 4 seconds on every skillset.... there is no chance for an loop because the wait time is speciifed on every skillset, the call will be answered on any of the skillsets specified.. Peak hour calls may face this problem based on the number of agents logged in at each skillset | ||||||||
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| November 24th, 2009 | #4 (permalink) | ||||||||
| Moderator   John_In_Dakota is in need of a long nap.
Location: 1069.7 miles from Tiverton, Ontario (CANADA) Rep Power: 14 Gender: Country:    | I would something like this: IF CLID = east_area_code AND IF NOT OUT OF SERVICE sk_east THEN QUEUE TO SKILLSET sk_east END IF IF CLID <>( DOES NOT =) east_area_code AND IF NOT OUT OF SERVICE sk_cent, sk_west THEN QUEUE TO SKILLSET sk_cent, sk_west END IF SECTION BKUP EXECUTE Bkup_A __________________ Dare To Be The Very Best! | ||||||||
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| November 30th, 2009 | #5 (permalink) | ||||||||
| Junior Member
Location: Atlanta Rep Power: 0 Gender: Country: | Thanks for all of the helpful info - the area codes are divided up East, Central and West, each backing up the other because of the skillset level for the first 20-25 seconds then the caller is presented to a backup group that can take info and respond, if not answered in 5 seconds the caller should be presented to a third backup group that can only take info for a call back. There is also an 'age of call' test - if the caller is not answered in 100 seconds (1:40) then the caller is supposed to be routed to a voice mailbox; however, this particular component of the script is erratic - sometimes a caller is queued for over 4 minutes before they finally abandon without ever being presented to the voice mailbox. | ||||||||
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