Hi All

We are having problems with the following script, so any comments would be grateful, specifically if we set the variable to say 25 secs before calls queue to overflow then most calls queue for that time but some wait 50+ secs.

created : 09/10/09    
version 1 */    



IF (DATE = gv_XmasAgreedfinishwithNL AND TIME OF DAY <> gv_xmas_eve_hours) OR     
   (DATE = gv_xmas_closed AND TIME OF DAY <> gv_xmas_hours) THEN    
    ROUTE CALL gv_nightline
END IF    

IF (DATE = gv_bank_hols AND TIME OF DAY <> gv_bank_hol_hours) THEN    
    ROUTE CALL gv_nightline
END IF    

IF (DAY OF WEEK = gv_week_day AND TIME OF DAY <> gv_week_day_hours) OR    
   (DAY OF WEEK = SATURDAY AND TIME OF DAY <> gv_saturday_hours) OR    
   (DAY OF WEEK = SUNDAY) THEN
    ROUTE CALL gv_nightline
END IF

IF NOT OUT OF SERVICE Frontline_General THEN
    QUEUE TO SKILLSET Frontline_General
            WAIT 2
        ELSE
            ROUTE CALL gv_nightline
END IF

WAIT 1

IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE) THEN                
    IF NOT OUT OF SERVICE Frontline_Overflow THEN            
        QUEUE TO SKILLSET Frontline_Overflow        
        WAIT 2        
        ASSIGN FALSE TO cv_call_queued        
    END IF
END IF

    OPEN VOICE SESSION            
    PLAY PROMPT VOICE SEGMENT vs_main_greeting        
            VOICE SEGMENT vs_call_recording
    END VOICE SESSION

IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE) THEN                
    IF NOT OUT OF SERVICE Frontline_Overflow THEN            
        QUEUE TO SKILLSET Frontline_Overflow        
        WAIT 2        
        ASSIGN FALSE TO cv_call_queued        
    END IF
END IF

    
GIVE MUSIC 62

WAIT gv_first_hold_timer    

IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE) THEN                
    IF NOT OUT OF SERVICE Frontline_Overflow THEN            
        QUEUE TO SKILLSET Frontline_Overflow        
        WAIT 2        
        ASSIGN FALSE TO cv_call_queued        
    END IF
END IF

OPEN VOICE SESSION            
    PLAY PROMPT VOICE SEGMENT vs_hold_1        
            VOICE SEGMENT Emergency_Website
END VOICE SESSION        

SECTION Loop

GIVE MUSIC 62

WAIT gv_repeat_timer

IF NOT LOGGED OUT AGENT gv_emergency_id THEN
    OPEN VOICE SESSION    
    PLAY PROMPT VOICE SEGMENT vs_Emergency_Message    
    DISCONNECT    
    END VOICE SESSION
END IF    

    OPEN VOICE SESSION            
    PLAY PROMPT VOICE SEGMENT vs_hold_2        
            VOICE SEGMENT Emergency_Website    
    END VOICE SESSION
    
IF NOT QUEUED THEN        
    IF NOT OUT OF SERVICE Frontline_General THEN
        QUEUE TO SKILLSET Frontline_General WITH PRIORITY 3
                WAIT 2
            ELSE
                ROUTE CALL gv_nightline
    END IF
END IF

IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE) THEN                
    IF NOT OUT OF SERVICE Frontline_Overflow THEN            
        QUEUE TO SKILLSET Frontline_Overflow        
        WAIT 2        
        ASSIGN FALSE TO cv_call_queued        
    END IF
END IF

EXECUTE Loop

Which variable are you referring to?

Hi Hached

Sorry, it is the,

IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE)

We set the gv_shortwait_overflow to 25 secs and mostly the calls get answered within 25 secs but a handful queue for 50+ secs.  This should not happen as the overflow skillset always has lots of agents available to take the calls and therefore the calls should queue for a maximum of 25 secs.

Thanks

What s the value of the variable gv_wait_timer?