mhray
IS-IT--Management
- Nov 9, 2011
- 5
Hello,
We have a DR/Business continuity situation for our helpdesk. If all agents are unable to access the building we would like to transfer all ACD calls to an external number. If possible we would like subsequent calls to be held in a queue until the external number is free. The current vector is as follows.
01 wait-time 2 secs hearing ringback
02 goto step 24 if time-of-day is fri 17:00 to mon 09:00
03 goto step 24 if time-of-day is all 17:00 to all 09:00
04 goto step 24 if holiday in table 1
05 goto step 27 if staffed-agents in skill 999 > 0
06 goto step 30 if staffed-agents in skill 1 < 1
07
08 collect 4 digits after announcement 1201 for none
09 route-to digits with coverage y
10 wait-time 2 secs hearing ringback
11
12
13
14 queue-to skill 1 pri m
15 wait-time 20 secs hearing ringback
16 announcement 1203
17 wait-time 20 secs hearing ringback
18 announcement 1204
19 wait-time 20 secs hearing ringback
20 goto step 18 if unconditionally
21 stop
22
23
24 messaging skill 99 for extension 4001
25 stop
26
27 announcement 1205
28 stop
29
30 announcement 1211
31 stop
To change this we have updated Line 07 with a route-to command with the external phone number and in Line 06 change the 30 to 07
Calls get routed but if a user gets into the system and the call is not picked up they seem to end up in a loop. Any ideas how I can update this to get the call to check if the external number is free?
We have a DR/Business continuity situation for our helpdesk. If all agents are unable to access the building we would like to transfer all ACD calls to an external number. If possible we would like subsequent calls to be held in a queue until the external number is free. The current vector is as follows.
01 wait-time 2 secs hearing ringback
02 goto step 24 if time-of-day is fri 17:00 to mon 09:00
03 goto step 24 if time-of-day is all 17:00 to all 09:00
04 goto step 24 if holiday in table 1
05 goto step 27 if staffed-agents in skill 999 > 0
06 goto step 30 if staffed-agents in skill 1 < 1
07
08 collect 4 digits after announcement 1201 for none
09 route-to digits with coverage y
10 wait-time 2 secs hearing ringback
11
12
13
14 queue-to skill 1 pri m
15 wait-time 20 secs hearing ringback
16 announcement 1203
17 wait-time 20 secs hearing ringback
18 announcement 1204
19 wait-time 20 secs hearing ringback
20 goto step 18 if unconditionally
21 stop
22
23
24 messaging skill 99 for extension 4001
25 stop
26
27 announcement 1205
28 stop
29
30 announcement 1211
31 stop
To change this we have updated Line 07 with a route-to command with the external phone number and in Line 06 change the 30 to 07
Calls get routed but if a user gets into the system and the call is not picked up they seem to end up in a loop. Any ideas how I can update this to get the call to check if the external number is free?