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Scripting AACC 6.2: Priorities(Skillsets)

Scripting AACC 6.2: Priorities(Skillsets)

Scripting AACC 6.2: Priorities(Skillsets)

(OP)
Hello, everybody:
Please I need some tips.
A client have 22 skillsets, every skillset have the following script:

/* HD_HwSwTel_Prima */

IF OUT OF SERVICE HD_HwSwTel_Prima_Sk THEN
ROUTE CALL 30921
ELSE
IF (CLID = Lista_VIP)
THEN QUEUE TO SKILLSET HD_HwSwTel_Prima_Sk WITH PRIORITY 1
ELSE QUEUE TO SKILLSET HD_HwSwTel_Prima_Sk WITH PRIORITY 2
END IF
END IF

WAIT 2

SECTION WaitLoop
IF NOT QUEUED THEN
IF OUT OF SERVICE HD_HwSwTel_Prima_Sk THEN
ROUTE CALL 30921
END IF
ELSE
IF (CLID = Lista_VIP)
THEN QUEUE TO SKILLSET HD_HwSwTel_Prima_Sk WITH PRIORITY 1
ELSE QUEUE TO SKILLSET HD_HwSwTel_Prima_Sk WITH PRIORITY 2
END IF
WAIT 10
GIVE RAN 50
GIVE RINGBACK
END IF


EXECUTE WaitLoop


Call Center works fine, but now the client wants that 7 skillsets have priority over the others.
I thought leaving the 7 skillsets like the script above and the others like this.

/* HD_HwSwTel_OTHERS */

IF OUT OF SERVICE HD_HwSwTel_others_Sk THEN
ROUTE CALL 30921
ELSE
IF (CLID = Lista_VIP)
THEN QUEUE TO SKILLSET HD_HwSwTel_others_Sk
ELSE QUEUE TO SKILLSET HD_HwSwTel_others_Sk
END IF
END IF

WAIT 2

SECTION WaitLoop
IF NOT QUEUED THEN
IF OUT OF SERVICE HD_HwSwTel_others_Sk THEN
ROUTE CALL 30921
END IF
ELSE
IF (CLID = Lista_VIP)
THEN QUEUE TO SKILLSET HD_HwSwTel_others_Sk
ELSE QUEUE TO SKILLSET HD_HwSwTel_others_Sk
END IF
WAIT 10
GIVE RAN 50
GIVE RINGBACK
END IF


EXECUTE WaitLoop




Any comments on these changes?

Thanks in advance

RE: Scripting AACC 6.2: Priorities(Skillsets)

In this case Lista_VIP will not have priority (or any effect) in the bottom script. You are queuing without priority being assigned so they will be queued at the default priority (low). The "THEN QUEUE TO SKILLSET HD_HwSwTel_others_Sk" should be "THEN QUEUE TO SKILLSET HD_HwSwTel_others_Sk WITH PRIORITY 5" in both places in the bottom script. If it were me I would add WITH PRIORITY 6 to the end of the ELSE lines in the bottom script just for clarity sake.

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