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Contact Center Script looping question with regards to queueing

Contact Center Script looping question with regards to queueing

Contact Center Script looping question with regards to queueing

This is an excerpt from a script we have. Basically as it was explained to me, this loop executes to check if there has been a firedrill (zero available agents) while the caller is queued. My question is won't this re-queue the caller and reset their position in the queue?

CODE -->

 if out of service xyz_Skillset 
   execute firedrill
  queue to skillset xyz_Skillset with priority 1
end if
wait 2
give music mus_rt 
wait 120
execute queuecall

  open voice session access_dn
    play prompt voice segment firedrill_mess
  end voice session


RE: Contact Center Script looping question with regards to queueing

It won't reset their position in queue. It will fail to queue because it is already queued. This used to (may still, just haven't seen it in a long time) create an error that hit the event viewer and if a busy script does this a lot it will make using the event viewer difficult (flood). It is best practice to see if the call is queued before attempting to queue. If it is there is no need to queue again, if not and there are agents logged in (already tested) then it should queue.

IF NOT QUEUED THEN QUEUE TO SKILLSET... works if there is only one skillset.

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