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scooter817
Explorer

Changing Script Functions

HI Everyone

Currently our call center uses a script that when users call into the main number they hear the greeting that says. Thank you for calling the next available agent will be with you shortly, but the management wants to change how the agents receive calls, they want to divide up the agents by region. So when you call it will say thank you for calling, if you are calling for the Dallas location press 1, if you are calling for Fort Worth press 2 and if you are calling for Houston press 3. I want to know how do I modify the script so that when someone press either of the numbers it gets routed to the correct queue with those assigned agents in it.Thanks in advance for the help and I look forward to your replies.

1 ACCEPTED SOLUTION

Accepted Solutions
Anthony Holloway
Cisco Employee

Let's see if a little pseudo code can point you in the right direction.  If you have questions, just ask.

Accept
Play Prompt (Greeting)
Menu (Select Region)
1 - Dallas
Set csq = "dallas"
2 - Ft. Worth
Set csq = "ft. worth"
3 - Houston
Set csq = "houston"
Timeout
Set csq = "general"
Unsuccessful
Set csq = "general"
Select Resource (from csq)
Connected
End
Queued
Loop:
Play Prompt (Thanks for holding)
Play Prompt (Music for 60 seconds)
Goto Loop

This assumes quite a lot about your knowledge and experience, such as downloading the editor, modifying scripts, uploading prompts, working with skills and queues, etc.  If some of that is not true, let me know, and we can look at it together over webex or something like that.

 

EDIT: had a mistake in the logic regarding the general queue.  moved it into each of timeout and unsuccessful branches.

View solution in original post

1 REPLY 1
Anthony Holloway
Cisco Employee

Let's see if a little pseudo code can point you in the right direction.  If you have questions, just ask.

Accept
Play Prompt (Greeting)
Menu (Select Region)
1 - Dallas
Set csq = "dallas"
2 - Ft. Worth
Set csq = "ft. worth"
3 - Houston
Set csq = "houston"
Timeout
Set csq = "general"
Unsuccessful
Set csq = "general"
Select Resource (from csq)
Connected
End
Queued
Loop:
Play Prompt (Thanks for holding)
Play Prompt (Music for 60 seconds)
Goto Loop

This assumes quite a lot about your knowledge and experience, such as downloading the editor, modifying scripts, uploading prompts, working with skills and queues, etc.  If some of that is not true, let me know, and we can look at it together over webex or something like that.

 

EDIT: had a mistake in the logic regarding the general queue.  moved it into each of timeout and unsuccessful branches.

View solution in original post

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