Its been a while since I had to modify a script in symposium....However, I have a situation in which we currently have 2 teams, one that serve as primary and one the serves as overflow. The Manager wants to take out the overflow and have the calls route to everyone at all times. Instead of removing the overflow from multiple scripts can't I just have the managers change all of the skillsets for the agents? make them all 1's in the primary group then standby in the overflow? I'm worried that they will want to change it back so I'm trying to think of an alternate way of making this work. Below is a section of the script
SECTION BusinessHours
IF OUT OF SERVICE primary team, overflow team THEN
ROUTE CALL xxxxxxxxxx
ELSE
QUEUE TO NETWORK SKILLSET primary team WITH PRIORITY 1
WAIT 4
QUEUE TO NETWORK SKILLSET overflow team WITH PRIORITY 2
WAIT 4
END IF
/*IF PRIORITY IN NETWORK QUEUE primary team = 0 THEN
IF PRIORITY IN NETWORK QUEUE overflow team = 0 THEN
ROUTE CALL xxxxxxxxxx
END IF
END IF*/
GIVE RAN 10
GIVE MUSIC 8
SECTION Loop1
IF NOT QUEUED THEN
IF OUT OF SERVICE primary team, overflow team THEN
ROUTE CALL xxxxxxxxxx
SECTION BusinessHours
IF OUT OF SERVICE primary team, overflow team THEN
ROUTE CALL xxxxxxxxxx
ELSE
QUEUE TO NETWORK SKILLSET primary team WITH PRIORITY 1
WAIT 4
QUEUE TO NETWORK SKILLSET overflow team WITH PRIORITY 2
WAIT 4
END IF
/*IF PRIORITY IN NETWORK QUEUE primary team = 0 THEN
IF PRIORITY IN NETWORK QUEUE overflow team = 0 THEN
ROUTE CALL xxxxxxxxxx
END IF
END IF*/
GIVE RAN 10
GIVE MUSIC 8
SECTION Loop1
IF NOT QUEUED THEN
IF OUT OF SERVICE primary team, overflow team THEN
ROUTE CALL xxxxxxxxxx
