Hunting from one queue to another

[gnrslash4life]

Im looking to change one of my Symposium scripts to transfer to another call queue if the call isnt picked up. Right now it just keeps you in the same queue on hold. What do i need to do, to accomplish this.

 

[Milesprower]

Place an age of call check in the script and queue to the additional skillset. Note that the call will continue queuing to the original skillset under this scenario:

IF AGE OF CALL > call_timer_gv THEN
IF NOT OUT OF SERVICE Skillset_B THEN
QUEUE TO SKILLSET_B BY LONGEST IDLE AGENT
WAIT 2
END IF
END IF

You would normally put this check in a loop so the age of call is checked every time the loop is executed.

 

[gnrslash4life]

Ok, cool. Another scenerio I have is on Saturday the queue for one skillset is set to play the closed ran message. How do i get it to forward to another skillset for a certain range of hours?

 

[Milesprower]

How should I put this? I make a living programming SCCS and CCM applications for clients of our company. I am happy to share because there is always a better way to do something and no one can know everything about scripting or call centers or telephony... And usually, I learn more by reading here how others overcome issues that arise with this equipment.

But, I must draw the line somewhere or I'll be sitting on a roadside somewhere with a sign that reads "will script for a meal".

Are you a new user? are you going to training? Do you have a vendor who supports your application? Are you stuck or are you just fishing for some free script work?

Let's try it this way: give me an example of what you are trying to do and what is not working how you would like, and I'll do my best to help you through it.

 

[sandyml]

Well, Miles, I was thinking something along those lines, so don't feel too bad. gnrslash4life, I get the impression that you don't really quite understand the basic architecture yet -- no slight intended, but the answers you will get assume that you know those fundamentals, and we may steer you into real trouble.

For example, CCMS overrides "traditional queues." The scripts will dictate what skillsets to look for, without regard to what queue the phones may be in that the agents are sitting at. Time of day, traffic load, and other instructions are specifically written into the script, so the possibilities are pretty wide open.

I would recommend that you get a copy (electronic or hard copy) of the Scripting Guide. It will take you through all the basic and advanced concepts, and includes a section of sample scripts. It's not so hard, really (personally, I had a harder time with Java), but you really do need to get familiar with it.

Then, as milesprower promised, we can help you work out glitches in your scripts.