04-16-2020 06:49 AM - edited 04-16-2020 06:50 AM
this is my first time creating a script, i need to create a script where it is a queue for agents and if the agents are busy
multiple voice messages will play until an agent answers it is like the following
the caller enters the queue>1-if busy play "agents are busy">2-if still busy play promotion voice message>3-if still busy play please wait for voice message>4-if still busy play a second voice promotion
my question do i merge all messages 1,2,3,4 into one voice message?or i make 4 prompts in the script?
and most importantly will the below script work for this scenario? i would just right click "select resources" and select my csq
04-16-2020 08:12 AM
Don't use the delay step, but rather use the hold step to play some music. I wouldn't play each prompt back to back no one likes to hold and listen to non stop talking. I would do this:
Prompt 1. Please hold for then next available agent.
Prompt 2. Promo msg
Hold music for 30 seconds
Prompt 3. Please continue to hold.
Hold music for 60 seconds.
Prompt 3. Again
Prompt 4. Promo
Hold music for 120 seconds and loop back to prompt 3/4.
david
04-17-2020 12:05 AM - edited 04-17-2020 12:07 AM
i dont understand what is the difference between hold and delay? is it like in delay for 10 seconds the caller will have to wait the whole 10 seconds, but with hold for 10 seconds if during this duration an agent is available the caller will get instantly directed to the agent without having to wait the whole 10 seconds?
04-17-2020 12:08 AM
04-16-2020 08:34 AM
04-17-2020 11:19 PM
04-19-2020 12:31 AM
does this looks good to use? also i took this script from somewhere else and edited on it , in the bottom left box with the parameters there is some old parameter like the user one , are those simply parameters ? are they missing something in my script case?
04-19-2020 10:48 AM
Look at the script example above and try to follow that convention more as it's a better experience. The parameters are missing the name of the prompt files you want to play qp2, qp3 queueprompt1 should all have the file name you want to plat during that step.
david
04-22-2020 12:15 AM
04-30-2020 09:03 AM
04-30-2020 05:34 AM
04-30-2020 09:03 AM - edited 04-30-2020 09:26 AM
We need to know what version of UCCX you have, so we can save it in the correct version format for you.
Or, I suppose I could give screenshots too:
05-02-2020 01:13 AM - edited 05-02-2020 01:22 AM
thank you so much , but i want each press to send to a different queue with different voice prompt? like each queue uses a different language so i need each queue to use different 4 wave files , i think here both presses "1" and 2 are using the same queue maybe? can you please send it to me my ccx is 10.6
05-02-2020 08:32 AM
05-02-2020 10:56 AM
so in the select resources i would pick eith er csq1 or csq2? and like create another queue loop and choose csq2?
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