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Avaya orchestration

Avaya orchestration

Avaya orchestration

(OP)
Hello

Please could anyone help with a script I am trying to write as I am quite new to the world of orchestration designer.
I have a script at the moment which is a call handler and plays unforeseen messages if no agents are available which is working.
I am trying to change this script so the end user can press a digit to then opt out & leave a VM or stay in the holding waiting for the next available agent.
Any guidance would be much appreciated.

*/
GIVE RINGBACK

IF NOT OUT OF SERVICE skillset_cv THEN
QUEUE TO SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 2
ELSE
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT n_msg
END VOICE SESSION
DISCONNECT
END IF

WAIT 5

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT one_msg
END VOICE SESSION

SECTION Loop

GIVE RINGBACK
WAIT 15

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT two_msg
END VOICE SESSION

EXECUTE Loop

RE: Avaya orchestration

Make a new DN variable digit_choice_cv with value 0

/************************************************/
SECTION Loop

GIVE RINGBACK
WAIT 15

ASSIGN 0 TO digit_choice_cv

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT two_msg
COLLECT 1 DIGITS INTO digit_choice_cv INTER DIGIT TIMER 4
END VOICE SESSION

WHERE digit_choice_cv EQUALS
VALUE 1: ROUTE CALL <dn of ACD/Phantom that points to voicemail DN>
DEFAULT: EXECUTE Loop
END WHERE
/************************************************/

Add a Mailbox in Callpilot with same number as the ACD/Phantom, user presses 1 for VM obviously.

RE: Avaya orchestration

(OP)
bignose21 (Programmer)

Many Thanks bignose21 for your reply it has been a great help in trying to understand this.
However if I wanted to opt out to the VM at every option rather than just in the loop section what do I need to do.
This is the script that I have now and I'm not sure as to what to set the default to outside the loop.
Basically I am trying to get this script to let the user leave a VM by pressing 1 if waiting at every point.
If they do not press 1 to leave a VM they stay in the holding queue, if they press any other digit it plays them the message again.

Kind Regards

GIVE RINGBACK

IF NOT OUT OF SERVICE skillset_cv THEN
QUEUE TO SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 2
ELSE

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT n_msg
COLLECT 1 DIGITS INTO dn1_cv
INTER DIGIT TIMER 3
END VOICE SESSION
WHERE dn1_cv EQUALS
VALUE 1: ROUTE CALL (Phantom DN to VM)
DEFAULT: EXECUTE Loop
END WHERE

END IF

WAIT 5

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT one_msg
COLLECT 1 DIGITS INTO dn1_cv
INTER DIGIT TIMER 3
END VOICE SESSION
WHERE dn1_cv EQUALS
VALUE 1: ROUTE CALL (Phantom DN to VM)
DEFAULT: EXECUTE Loop
END WHERE

SECTION Loop

GIVE RINGBACK
WAIT 10

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT two_msg
COLLECT 1 DIGITS INTO dn1_cv
INTER DIGIT TIMER 3
END VOICE SESSION
WHERE dn1_cv EQUALS
VALUE 1: ROUTE CALL (Phantom DN to VM)
DEFAULT: EXECUTE Loop
END WHERE

EXECUTE Loop

RE: Avaya orchestration

This doesnt make that much sense as you are


GIVE RINGBACK

/*****************Checking if skillset is in service***************/
IF NOT OUT OF SERVICE skillset_cv THEN
QUEUE TO SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 2
ELSE
/**************IF it is not in service Play a message but if they dont choose VM carry on to Loop*************/
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT n_msg
COLLECT 1 DIGITS INTO dn1_cv
INTER DIGIT TIMER 3
END VOICE SESSION
WHERE dn1_cv EQUALS
VALUE 1: ROUTE CALL (Phantom DN to VM)
DEFAULT: EXECUTE Loop
END WHERE

END IF

WAIT 5

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT one_msg
COLLECT 1 DIGITS INTO dn1_cv
INTER DIGIT TIMER 3
END VOICE SESSION
WHERE dn1_cv EQUALS
VALUE 1: ROUTE CALL (Phantom DN to VM)
DEFAULT: EXECUTE Loop
END WHERE

SECTION Loop

GIVE RINGBACK
WAIT 10

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT two_msg
COLLECT 1 DIGITS INTO dn1_cv
INTER DIGIT TIMER 3
END VOICE SESSION
WHERE dn1_cv EQUALS
VALUE 1: ROUTE CALL (Phantom DN to VM)
DEFAULT: EXECUTE Loop
END WHERE

EXECUTE Loop

RE: Avaya orchestration

Normally want something more like:

GIVE RINGBACK

IF NOT OUT OF SERVICE skillset_cv THEN
QUEUE TO SKILLSET skillset_cv WITH PRIORITY priority_cv
WAIT 2
ELSE

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT night_msg
END VOICE SESSION
ROUTE CALL (Phantom DN to VM) /*This way the caller gets the night or Out of Hours Msg and if they hang on auto routed to VM*/

END IF

WAIT 5

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT one_msg
COLLECT 1 DIGITS INTO dn1_cv
INTER DIGIT TIMER 3
END VOICE SESSION
WHERE dn1_cv EQUALS
VALUE 1: ROUTE CALL (Phantom DN to VM)
DEFAULT: EXECUTE Loop
END WHERE

SECTION Loop

GIVE RINGBACK
WAIT 10

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT two_msg
COLLECT 1 DIGITS INTO dn1_cv
INTER DIGIT TIMER 3
END VOICE SESSION
WHERE dn1_cv EQUALS
VALUE 1: ROUTE CALL (Phantom DN to VM)
DEFAULT: EXECUTE Loop
END WHERE

EXECUTE Loop

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