Directing calls to different skills based on time of day.

[Merrie]

I've set my vector up like this:


01 collect 1 digits after announcement 4811
02 goto step 6 if digits = 1
03 goto step 14 if digits = 2
04 goto step 20 if digits >= 3
05 goto step 1 if unconditionally
06 goto step 11 if time-of-day is all 17:00 to all 20:00
07 queue-to skill 55 pri m
08 wait-time 20 secs hearing music
09 announcement 3901
10 goto vector 99 if staffed-agents in skill 99 > 0
11 queue-to skill 12 pri m

I wanted to see if anyone else had used this set up to direct calls to a different skill using a time of day setting?

 

[jopats]

I would make the time of day the first step

 

[Merrie]

normally, that is what I would do, but I need the callers to hear the announcement and choose an option befor directing them onwards.

During the day callers choosing option 1 will go to skill 55, then after 17.00 they need to go to skill 12.

thanks for your help

 

[marcell55]

I would write the vector like this...

01 wait 0 seconds hearing silence
02 collect 1 digit after announcement 4811
03 goto step 08 if digits = 1
04 goto step 18 if digits = 2
05 goto step 24 if digits = 3
06 goto step 1 if unconditionally
07 stop
08 goto step xx if time-of-day is all 17:00 to all 20:00
09 queue to skill 55 pri m
10 wait 20 secs hearing music
09 announcement 3901
10 goto vector 99 if staffed-agents in skill 99> 0
11 goto step 10 in unconditionally
12 stop
13 queue to skill 12 pri m
14...

It's just a cleaner way to write the vector. Also, in your vector, after you queue to skill 55, you'll queue to skill 12 as well 20 seconds later. If you didn't want to do this, you'll want to write it like I did. If you did want to do this, you can remove step 11 and 12 from my vector.

 

[marcell55]

Oh, on step 8, where it says goto step xx, I meant to replace the xx with 13.

 

[Merrie]

thank you, thats a good point. I'll give it a go!

 

[TocSin77]

I'd also change your step 6 to:

06 goto step 1 if digits > 3

This covers you for invalid entries but keeps pulse callers from being stuck in an infinite loop. I always put my most used option immediately after the digit check so it defaults to it on no answer or 0.

You're right in keeping the time of day check after the option. No sense in having multiple collects unless one option isn't available after hours.

Here is one that chooses not to BSR and hits a different skill out of hours:

01 wait-time 0 secs hearing silence
02 collect 1 digits after announcement 81542
03 goto step 6 if digits = 1
04 goto step 15 if digits = 2
05 goto step 2 if digits > 2
06 goto step 18 if time-of-day is all 18:50 to all 07:00
07 goto step 22 if available-agents in skill 25 > 0
08 consider skill 127 pri m adjust-by 10
09 consider location 84 adjust-by 0
10 queue-to best
11 goto step 15 if expected-wait for call >= 9999
12 wait-time 60 secs hearing music
13 goto step 12 if unconditionally
14 stop
15 announcement 80273
16 route-to number 42013 with cov n if unconditionally
17 stop
18 queue-to skill 26 pri m
19 wait-time 60 secs hearing music
20 goto step 19 if unconditionally
21 stop
22 route-to number 42100 with cov n if unconditionally
23 stop

 

[Merrie]

how do the consider commands work?

 

[AvayaHelp]

If you have BSR stay with that terefore you would not use the consider command. This can cause problems especially if your business adds/removes the Agent's skills depending on volume and traffic.


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