We are using CC6.
Here are some of the conditions checked in the main loop.
IF (AGE OF CALL >= age_of_call_cv AND priority_cv > priority_bump_cv) THEN
ASSIGN priority_bump_cv TO priority_cv
CHANGE PRIORITY IN NETWORK SKILLSET skillset_cv TO PRIORITY priority_cv
CHANGE PRIORITY IN SKILLSET skillset_cv TO PRIORITY priority_cv
END IF
IF NOT QUEUED THEN /* call is not queued anywhere*/
QUEUE TO NETWORK SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 4
IF NOT QUEUED THEN
ROUTE CALL skill_oos_dn_cv /* IVR System*/
END IF
END IF
IF PRIORITY IN QUEUE skillset_cv = 0 THEN /* Call is not queued locally */
IF NOT OUT OF SERVICE skillset_cv THEN
QUEUE TO SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 2
END IF
END IF
IF PRIORITY IN NETWORK QUEUE skillset_cv = 0 THEN /* Call is not queued remotely */
QUEUE TO NETWORK SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 4
END IF
Here is the check for age of call condition (If exceeds 30 minutes then call is routed to IVR)
IF (AGE OF CALL >= agae_of_call_rtcbk_cv) THEN
OPEN VOICE SESSION
PLAY PROMPT WITH LANGUAGE language_cv
VOICE SEGMENT callback_xfer_vs
ROUTE CALL ivr_callbackapp_cv
END VOICE SESSION
END IF
We use call priorities, initially the call is queued with priority level 3, then in the section loop the call is requeued with priority 2.
However, the application performance report shows maximum answered delay as 29 minutes (less than 30 minutes).
Are such calls real calls to the queue?