Hi Pros,
My problem is creating a script. I have managed to make half the script but still facing some problems/questions.
I am attaching my script & call flow document.
Please can anybody verify my script according to the call flowchart & let me know where I need to add / edit.
I think I have managed to have the IPCC accept the call, play welcome prompt, then play menu options, after caller punches a option goto CSQ.
I need help verifying & configuring script:
1) if agents in queue are busy : play agentsbusy prompt
2) if agents in queue are free: play connecting to agent prompt & forward to agent
3) If no option or invalid option is chosen at menuoptions to replay the menuoptions
4) allowing max 3 tries to press options & if exceeded play goodbye & disconnect
5) while in queue they should hear some music, ok to play CCM Hold music.
Please Help!
Pratik
