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Nortel Symposium CCMA6 Queue/Terminate Question

Nortel Symposium CCMA6 Queue/Terminate Question

Nortel Symposium CCMA6 Queue/Terminate Question

(OP)
Hi

We are seeing calls terminated looking for a certain skillset in the evening because the evening team sometimes cannot have agents logged with that skillset enabled.

IF NOT OUT OF SERVICE Cust_Serv_ooh THEN
QUEUE TO SKILLSET Cust_Serv_ooh
WAIT 2
END IF

OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT vs_main_greeting
VOICE SEGMENT vs_call_recording
END VOICE SESSION

So because this skillset is out of service the call terminates.

Is there any way we can make the call queue, even though the skillset is out of service until either the skillset becomes in service or the customer abandons.

Thanks

RE: Nortel Symposium CCMA6 Queue/Terminate Question

You do not continue the script so we do not see how the call terminates.

Personally I think your requirements are flawed. At minimum it is a very good way to destroy a corporate reputation.

Have you thought of adding the skillset to the night agents, but maybe at a lower priority?

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