ngensys

Ok, let's look into the scripts then.

Pls post that application script...
Also lookout for what you see on the agents phone display when they answer.

tim_abney

So in the master script there is a line that says where CDN = 2277 execute script Third_party_insurers? It sounds to me like the scripting has a problem and the call is being handled by your default routing scenario. Recheck the scripting

ell

I believe on the agents phone it says the exstention number for reception which is 0 and the CDN number which is 292530.
I don't think it displays a skillset name when the call comes from reception, however when the call comes from any other destination, the skillset does display???


This the script for the application.


IF NOT LOGGED OUT AGENT EMERGENCY_EVACUATION_AGENT
THEN
GIVE RAN 46
DISCONNECT
END IF

IF DATE = Bank_Hols
THEN
GIVE RAN 44
DISCONNECT
END IF

IF (DAY OF WEEK = SATURDAY..SUNDAY) OR (TIME OF DAY <> OWN_DDI_WORKING_HOURS)
THEN
GIVE RAN 44
DISCONNECT
END IF

GIVE RAN 43

GIVE RINGBACK
IF NOT OUT OF SERVICE Third_Party_Insurers
THEN
QUEUE TO SKILLSET Third_Party_Insurers WITH PRIORITY 2
WAIT 2
ELSE
ROUTE CALL 0
END IF


SECTION MSGREPEAT

IF NOT LOGGED OUT AGENT EMERGENCY_EVACUATION_AGENT
THEN
GIVE RAN 46
DISCONNECT

END IF

WAIT 8
GIVE RAN 41
GIVE MUSIC 50
WAIT 22

IF NOT QUEUED THEN
IF NOT OUT OF SERVICE Third_Party_Insurers
THEN
QUEUE TO SKILLSET Third_Party_Insurers WITH PRIORITY 2
WAIT 2
ELSE
ROUTE CALL 0
END IF
END IF

IF AGE OF CALL > 600
THEN
EXECUTE ten_minutes
END IF

EXECUTE MSGREPEAT



SECTION ten_minutes

GIVE RAN 45
WAIT 60

IF NOT LOGGED OUT AGENT EMERGENCY_EVACUATION_AGENT
THEN
GIVE RAN 46
DISCONNECT

END IF

IF NOT QUEUED THEN
IF NOT OUT OF SERVICE Third_Party_Insurers
THEN
QUEUE TO SKILLSET Third_Party_Insurers WITH PRIORITY 2
WAIT 2
ELSE
ROUTE CALL 0
END IF
END IF

ell

I have attached the Application Call Treatment report for yesterday.

As you can see 4 calls defaulted, can you explain what this means in relation to this report? Where would the calls route to when they have defaulted?

Attached Files

Application Call Treatment.pdf (43.5 KB, 3 views)

Rachelle

According to the Historical Data Dictionary, "this report measures other treatments within the call script, including commands such as GIVE FORCE BUSY, GIVE ROUTE TO, or GIVE FORCE DISCONNECT. You can keep a count of the number of callers who receive a specific treatment and service". So, looking at your code you look like you have the option to route the call to 0. It may be that 4 callers were routed to 0. Can you run the report, then place a call, and run the report again? Does this Defaulted Statistics increment? I wouldn't think so but, it would be interesting to see if it did. Typically, only the ROUTE CALL stuff should make this increment. What this report is tellling you should not have anything to do with your console not being able to dial a CDN successfully. This is a very odd circumstance. I bet we are all overlooking something small. This is a good one.


rlc

__________________
"This participation is personal and does not represent the United States Census Bureau". They make me say this.

ell

Hi finally found the cause of the problem. It would appear that the console is not capable of routing to scripts which play a RAN message. Removing the line "GIVE RAN 43", resulted in reception being able to transfer the call to the correct team.
I have since tested this on another script and got exactly the same results. Other scripts play RAN messages, but these are all based on IF statements and therefore the scripts work from reception.
I am not sure if this is a known issue and Nortel are aware?

Thanks for all your help.

matthew517

I had a similar issue at a site. It turnes out that the CDN was built as network instead of local with in symposium. The issue was resolved when it was changed.