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Trevatwork (IS/IT--Management) (OP)
19 Sep 07 9:09

I have 12 IVR ports in call pilot 4.4

If all ports are busy the caller hears ringing until an IVR channel is open then the are played the wait treatments and then forwarded to the queuing script. Can i add to my script to force the call to be queued if there are no open ivr ports?

ASSIGN cdn4571_sk    TO theSkillset_cv
ASSIGN thefirstWait_tr         TO theFirstWaitTreatment_cv
ASSIGN theSecondWait_tr     TO theSecondWaitTreatment_cv

IF  ((DAY OF WEEK = WeekDay_day)  AND (TIME OF DAY = extendedhours_gv))
    OR ((DAY OF WEEK = SATURDAY)     AND (TIME OF DAY = SatHours_gv))
    OR ((DAY OF WEEK = SUNDAY)       AND (TIME OF DAY = SunHours_gv))  THEN
        IF (DATE = Holidays_gv) THEN
            GIVE IVR theIVR WITH TREATMENT HolidayTreatment_gv
            WAIT 2
            EXECUTE SCRIPT generalQueuing_s
        END IF


Trevatwork (IS/IT--Management) (OP)
19 Sep 07 10:41

sorry i posted wrong part of script and answered my own question.

Call is already Q'd to skilllset before getting Ivr so there would be no impact on Q order if no channel available for IVR.

Am i Correct?



Trevatwork (IS/IT--Management) (OP)
19 Sep 07 10:52
Hi Again

My question is this:

If a caller is getting ivr and an agent becomes available is the ivr interrupted and caller is sent to agent?



Helpful Member!  Nortellian (TechnicalUser)
19 Sep 07 13:09
i believe the scripting would be give ivr interuptable.
so put interuptable after the give ivr
Helpful Member!  Milesprower (Programmer)
19 Sep 07 13:45
Nortellian is correct, you should use GIVE IVR INTERRUPTIBLE so that the call is connected to an available agent even if the announcement has not completed playing.

Calls are queuing for an IVR port, so the proper solution is to add ports and/or be more efficient (use shorter announcements).
Trevatwork (IS/IT--Management) (OP)
19 Sep 07 14:17
Thanks Nortellian and Milesprower

DancingDave (TechnicalUser)
3 Oct 07 9:41
I was under the impression that the script assumes the IVR is interruptible unless you explicitly state it to be NON-Interruptible?

Might save you a lot of typing!

sandyml (Vendor)
3 Oct 07 10:52
No, just the opposite.  The session is considered non-interruptible unless the optional [INTERRUPTIBLE]keyword is used.

From the Scripting NTP:  "The IVR session is not interrupted by an agent becoming idle unless the Interruptible keyword is used."
DancingDave (TechnicalUser)
3 Oct 07 10:57
My apologies, I was confusing GIVE IVR, which we don't use, with OPEN VOICE SESSION, which we do.


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