Contact Center 6.0 Scripting Question

Contact Center 6.0 Scripting Question
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Subject Author Date
Contact Center 6.0 Scripting Question John 04-25-2007
Posted by John on April 25, 2007, 1:47 pm
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We have voice prompt that we manually invoke during heavy call volumes
stating "We are currently experiencing Heavy call Volumes, Please expect
long wait times" or something along those lines.

It has a Boolean script variable of "true" or "false" that has to be
manually changed.

I am wondering if there is any way to automate this prompt so that if a
specific Application or skillset or CDN sees a specific number of calls over
a specified period of time it would be able to automatically invoke that
message instead of having a supervisor (who is not always around) manually
invoke the voice prompt.


Thx again,

John Mitchell



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Posted by Renegade on May 3, 2007, 4:30 am
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Hi John,

We're currently on Symposium 5.
I would imagine this should work for you.
Determine how many calls waiting you need to have Q'd before you want
this msg to be played.
Then create a Global Variable (say Heavy_Call_Vol_GV) that will
contain this digit. I can't remember the intrinsic for Calls Waiting,
and lets say your Boolean Variable is called Bool_Var for this
exercise. You will need to fill Bool_Var with "False" at the top of
the script. Now have a check near the top of your script that might
go something along the lines of:

if Heavy_Call_Vol_GV = (whatever the intrinsic for Calls Waiting is)
then
Bool_Var = "true"
else execute (section name)
end if

But that's working on the way that I structure my scripts, yours could
be entirely different. It's kinda hard without having your script in
front of me.
On tope of that i haven't had to write or mod a script for a while so
I'm a bit rusty, and all my books are at the office.
Hope that helped a little.


> We have voice prompt that we manually invoke during heavy call volumes
> stating "We are currently experiencing Heavy call Volumes, Please expect
> long wait times" or something along those lines.
>
> It has a Boolean script variable of "true" or "false" that has to be
> manually changed.
>
> I am wondering if there is any way to automate this prompt so that if a
> specific Application or skillset or CDN sees a specific number of calls over
> a specified period of time it would be able to automatically invoke that
> message instead of having a supervisor (who is not always around) manually
> invoke the voice prompt.
>
> Thx again,
>
> John Mitchell



Posted by Renegade on May 3, 2007, 4:31 am
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Actually, that End If will need to go before the Execute SectionName,
and the else will need to be dropped.
Bah, my poor beer soaked memory........


> Hi John,
>
> We're currently on Symposium 5.
> I would imagine this should work for you.
> Determine how many calls waiting you need to have Q'd before you want
> this msg to be played.
> Then create a Global Variable (say Heavy_Call_Vol_GV) that will
> contain this digit. I can't remember the intrinsic for Calls Waiting,
> and lets say your Boolean Variable is called Bool_Var for this
> exercise. You will need to fill Bool_Var with "False" at the top of
> the script. Now have a check near the top of your script that might
> go something along the lines of:
>
> if Heavy_Call_Vol_GV = (whatever the intrinsic for Calls Waiting is)
> then
> Bool_Var = "true"
> else execute (section name)
> end if
>
> But that's working on the way that I structure my scripts, yours could
> be entirely different. It's kinda hard without having your script in
> front of me.
> On tope of that i haven't had to write or mod a script for a while so
> I'm a bit rusty, and all my books are at the office.
> Hope that helped a little.
>
>
>
>
> > We have voice prompt that we manually invoke during heavy call volumes
> > stating "We are currently experiencing Heavy call Volumes, Please expect
> > long wait times" or something along those lines.
>
> > It has a Boolean script variable of "true" or "false" that has to be
> > manually changed.
>
> > I am wondering if there is any way to automate this prompt so that if a
> > specific Application or skillset or CDN sees a specific number of calls over
> > a specified period of time it would be able to automatically invoke that
> > message instead of having a supervisor (who is not always around) manually
> > invoke the voice prompt.
>
> > Thx again,
>
> > John Mitchell- Hide quoted text -
>
> - Show quoted text -



Posted by John on May 4, 2007, 1:40 pm
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Thx for the update, and I can relate to "My poor beer soaked memory". I
don't actually do much scripting and was wondering if it was a possibility.
I will follow through with our second level external support to have them
help me implement the script.

Thx again,

John


> Actually, that End If will need to go before the Execute SectionName,
> and the else will need to be dropped.
> Bah, my poor beer soaked memory........
>
>
>> Hi John,
>>
>> We're currently on Symposium 5.
>> I would imagine this should work for you.
>> Determine how many calls waiting you need to have Q'd before you want
>> this msg to be played.
>> Then create a Global Variable (say Heavy_Call_Vol_GV) that will
>> contain this digit. I can't remember the intrinsic for Calls Waiting,
>> and lets say your Boolean Variable is called Bool_Var for this
>> exercise. You will need to fill Bool_Var with "False" at the top of
>> the script. Now have a check near the top of your script that might
>> go something along the lines of:
>>
>> if Heavy_Call_Vol_GV = (whatever the intrinsic for Calls Waiting is)
>> then
>> Bool_Var = "true"
>> else execute (section name)
>> end if
>>
>> But that's working on the way that I structure my scripts, yours could
>> be entirely different. It's kinda hard without having your script in
>> front of me.
>> On tope of that i haven't had to write or mod a script for a while so
>> I'm a bit rusty, and all my books are at the office.
>> Hope that helped a little.
>>
>>
>>
>>
>> > We have voice prompt that we manually invoke during heavy call volumes
>> > stating "We are currently experiencing Heavy call Volumes, Please
>> > expect
>> > long wait times" or something along those lines.
>>
>> > It has a Boolean script variable of "true" or "false" that has to be
>> > manually changed.
>>
>> > I am wondering if there is any way to automate this prompt so that if a
>> > specific Application or skillset or CDN sees a specific number of calls
>> > over
>> > a specified period of time it would be able to automatically invoke
>> > that
>> > message instead of having a supervisor (who is not always around)
>> > manually
>> > invoke the voice prompt.
>>
>> > Thx again,
>>
>> > John Mitchell- Hide quoted text -
>>
>> - Show quoted text -
>
>



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