09-29-2004 11:48 AM - edited 03-13-2019 10:28 PM
We have IPCC Express 3.0(3a). I am trying to teach myself how to build a script but am truly running out of time. I'm hoping someone can give me some direction. Here is what we need:
A call comes into the main queue and will be prompted to dial 1 for Spanish and 2 for Vietnamese; they will stay in the queue if they want English. I have built a separate Queue for Spanish and Vietnamese. Thanks you for any help you can provide.
09-29-2004 07:40 PM
Hi,
The following example script will provide the caller an option to either remain on hold or move to other queue.
Example Script:
Accept
Play Prompt(WelcomeGreeting)
Select Resource Step(CSQ: CSQ Name) (English Queue)
------>Connected
------>Queued
--------->Play Prompt (QueuePrompt)
--------->RequeueMeLabel:
--------->Call Hold(contact:-Triggering Contact)
--------->Delay DelayWhileQueued sec
--------->Call Unhold(contact:-Triggering Contact)
--------->Menu(contact:-Trigger Contact, prompt: whichQueue)
------------->Spanish (if caller selects 1)
---------------->Use Dequeue Step if you dont want the call to be queued for both english and spanish queue's
---------------->Goto SpanishQueue
------------->Vietnamese (if caller selects
2)
---------------->Use Dequeue Step if you dont want the call to be queued for both english and spanish queue's
---------------->Goto VietnameseQueue
------------->English (if caller selects any other digits)
------------->Timeout
------------->Unsuccessful
---------------->Goto RequeueMeLabel
SpanishQueue:
Select Resource Step(SpanishQueue)
-->Connected
-->Queued
----->Play Prompt (QueuePrompt)
----->Call Hold(contact:-Triggering Contact)
----->Delay DelayWhileQueued sec
----->Call Unhold(contact:-Triggering Contact)
----->Goto SpanishQueue
VietnameseQueue:
Select Resource Step(SpanishQueue)
-->Connected
-->Queued
----->Play Prompt (QueuePrompt)
----->Call Hold(contact:-Triggering Contact)
----->Delay DelayWhileQueued sec
----->Call Unhold(contact:-Triggering Contact)
----->Goto VietnameseQueue.
Hope this answers your questions.
If there is more to your question, please elaborate.
Regards
Venkat
09-30-2004 08:52 AM
09-30-2004 11:57 AM
09-30-2004 01:59 PM
Thank you, Thank you!! I have configured an app with it successfully!! I will continue testing it tomorrow!! I really appreciate your time.
Thank you so much!
10-28-2004 11:53 AM
I have removed the hold/unhold as I would like for the caller, once they hit 1, to be routed to the Spanish queue-I have a designated cti port for the Spanish queue, shouldn't I expect that call to be sent to it? Right now it stays in the main queue. Can someone take a look at this for me? Thanks a bunch!
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